Sr. Technical Support Engineer

Job Summary:

As a Technical Support Engineer you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Essential Functions:

• Resolve customer’s issues via the telephone, email or Web ex session

• Reproducing issues in-house and responding back in a timely manner.

• Regular follow ups with customers with recommendations, updates and action plans. 

• Escalate issues in a timely manner according to Standard Operating Procedures.

• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. 

• Create new knowledge base articles to capture new learning’s for reuse throughout the organization.

• Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.

• Focus on an area of technical specialization and attend technical training, 

• Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.

Requirements:

- Good written and verbal communication skills. 

- Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations. 

-Overall Work experience in Technical domain. 

-Experience in Virtualization & Cloud computing will be preferred.

-Willingness to work in a 24/7 shift environment.

Basic understanding of some of the following technologies: 

- Networking

- Storage

- Linux

- TCP/IP

- Windows Clustering/DHCP/DNS.

- Windows 2003/2008

- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment. 

- Ability to follow standard engineering principles and practices.

- Logical approach to problem solving.

- Multiplatform Operating Systems Knowledge (Windows, Linux , UNIX) would be an added advantage