**Job Description:**
Technical Support Engineer
About Us
VMware is the leader in cloud infrastructure, business mobility and virtualization software. A pioneer in the use of virtualization and policy-driven automation technologies, VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.
With 2014 revenues of $6.04 billion, VMware has more than 500,000 customers, 75,000 partners, and 18,000+ employees in 120+ locations around the world. At the core of what we do are our employees who deeply value execution, passion, integrity, customers, and community. Want to be part of a compassionate community that thrives on architecting what's next in IT? Learn more at
Why work for our Division
The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure.
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 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 knowledgebase 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 trainings,
•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.
- Work experience of 5+ Years in Technical domain. Experience in Virtualization & Cloud computing will be preferred.
Understanding of some of the following technologies(Any two – Enterprise Platform)
- Networking
- Storage (FC, iSCSI etc..)
- Linux
- 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.
Educational Qualification:
Bachelor’s Degree
Experience in providing voice based Technical Support is a key requirement.
CCNP / VCP / VCAP / RHCE / MCSE will be an added advantage.
**About Us:**
VMware is a global leader in cloud infrastructure and business mobility. Built on VMware's industry-leading virtualization technology, our solutions deliver a new model of IT that is fluid, instant and more secure. Customers can innovate faster by rapidly developing, automatically delivering and more safely consuming any application.
With 2015 revenues of $6.6 billion, VMware has more than 500,000 customers, more than 75,000 partners, and 19,000+ employees in 120+ locations around the world. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Do you dare to do the stuff you've always dreamed about? Dare to explore at careers.vmware.com.
**Requisition Number:**
79846BR
**Advertised Location:**
Bangalore, India
**Posting Title:**
Technical Support Engineer
**Office Location:**
IND-Bangalore-Kalyani Vista
**Advertised Group:**
Global Support Services – GSS