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Senior Technical Support Engineer - TSE 3

10.00 to 12.00 Years   Bangalore   27 Apr, 2021
Vmware Software India Private limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

As a Technical Support Engineer, you will be providing support to customers, using VMware products, in isolating, diagnosing, reproducing and fixing technical issues effectively and expertly. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical analytical skills and be someone who accepts challenges.Essential Functions:

  • Resolve all Technical issues through diligent research, reproduction, and troubleshooting.
  • Mentor and provide training to other technical GSS staff
  • Own and drive the Customer Experience throughout the lifecycle of the Service Request to the resolution
  • Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
  • Document all technical inquiries; develop and review content for knowledgebase.
  • Participate in testing alpha and beta products and provide feedback to Engineering.
  • Troubleshoot and engage with Product Engineering on customer reported issues, including identifying viable workarounds
  • Provide clear and constructive product feedback to VMware Product Management teams based on customer use-cases and requirements
  • Work collaboratively with sales associates, product management, technical marketing and engineering during the development, launch and continuing refinement of SDDC solutions
Requirements:
  • 10 years experience working in customer support industry
  • Fluent written and verbal communication skills in English.
  • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
  • Work experience in a Technical domain. Experience in Virtualization & Cloud computing will be preferred.
  • 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 & Strong Troubleshooting experience
Strong knowledge of the following technologies is required:
  • Virtualization, preferably VMware technologies
  • Linux or Windows Server
  • Networking or Storage
Preferred Qualifications:
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
  • Experience in Virtualization & Cloud computing will be preferred
  • CCNA / VCP / RHCE / MCSE / VCAP is an added advantage
,

Keyskills :
technical supportnetworkingwindowstroubleshootingoperating systemseuropean works councilsequal employment opportunitydata center

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