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Technical Support Engineer Level 2

2.00 to 8.00 Years   Bangalore   05 Jul, 2021
Vmware Software India Private limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

As the largest mobile device management provider, Workspace ONE offers the most comprehensive mobility management solution and delivers an integrated, real-time view of an entire fleet of corporate and employee-owned Apple iOS, Android, BlackBerry, Symbian and Windows devices.Workspace ONE Video LibraryEQUAL EMPLOYMENT OPPORTUNITY STATEMENT:Workspace ONE is an Equal Employment Opportunity Employer and is committed to workplace diversity. Workspace ONE provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, in accordance with applicable state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.As Technical Support member, you will have the responsibility to support Workspace ONE (previously Workspace ONE) customers .You will work closely with our Global Support Services teams, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.Role: Technical Support Engineer Level 2Location: Bangalore, IndiaNote: The team supports customers across different geographical regions (24*7), hence shifts may be determined based on business requirements.Essential Functions:

  • Resolve customer s issues via the telephone, email or Webex 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:
  • Understanding of Mobile Device Management (MDM) and web application structure
  • Strong understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows and Android)
  • Strong understanding of Windows Server Management / Exchange / O365
  • Good understanding of Network components like Firewall/Load Balancers and exposure to troubleshooting tools like Wireshark and Fiddler
  • Basics of SQL, API and Linux knowledge
  • Excellent verbal and written communication skills; is able to explain technical topics in simple terms; is able to think quickly and react to client-impacting situations
  • 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 of 2 to 8 Years in Technical domain
  • Willingness to work in a 24/7 shift environment
Desirable:Basic understanding of some of the following:
  • Knowledge of current mobile device trends
  • Wireless hardware, networks and respective components
  • Understanding of Windows Active Directory / Certificate Management
  • Client Server architecture
  • Experience with server configuration a plus: Windows Server 2012 / 2016, Linux Forms (Ubuntu, Fedora, Red Hat, OpenSuse), Web server platforms (IIS, Apache)
  • Desktop Management (Windows / MacOS)
,

Keyskills :
troubleshootingnetworkinglantechnical supportoperating systemseuropean works councilsmobile device managementwindows active directorymobile content management

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