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Technical Support Engineer - 2 , Telco

7.00 to 12.00 Years   Bangalore   09 Jun, 2022
Vmware Software India Private limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    As a Technical Support Engineer of the Telco Solution Support team. , you will have the opportunity to provide support to top most customers of VMware, across VMware products. You will be analyzing, understanding, identifying, diagnosing, reproducing and fixing technical issues effectively and expertly before it has a customer impact. 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. Having a start-up mindset will help settle into the team faster.Essential Functions:Understand the environment-specific Findings and Recommendations provided by the proactive tool and create an action plan to communicate with the customer.Liaise with Account Managers to provide the best customer experience and prevent unplanned downtime.Gather customer feedback and feature requests for our Proactive tools and take it back to the product and engineering team to find a workable solution.Reproducing issues in-house and responding on timeRegular follow-ups with customers with recommendations, updates and action plans.Escalate issues promptly according to Standard Operating ProceduresLeverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issuesCreate new knowledgebase articles to capture new learnings for reuse throughout the organization.Participate in technical communications within the Team to share best practices and learn about new technologiesFocus on an area of technical specialization and attend technical trainingRead and work with other Technical Support Engineers on cases that will help cultivate that expertise.Requirements:7+years of experience working in Enterprise Technical Support dealing with various global customers, maintaining and establishing the relationship with themBe an excellent team player as part of a growing teamCapable of running status calls with the customers to keep them up to date with all the open issues, and ongoing projectsExperience in providing Windows/Unix/Linux/Storage/Networking technical supportGood practical working ability with Windows/Linux/UNIX utilities, including editors and command shellsFluent written and verbal communication skills in English is a mustGood interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situationsStrong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.Logical approach to problem solving & Strong Troubleshooting experienceWillingness to work in a 24x7 environment with flexibility to work across all shiftsExpertise in providing voice-based Technical Support is a key requirementKnowledge and experience in configuring, implementing or troubleshooting VMware products in Compute or Cloud, Networking, Storage or EUC will be an advantage.Preferred Qualifications:Experience in Virtualization & Cloud computing will be preferredCCNA / VCP / RHCE / MCSE / VCAP is an added advantage,

Keyskills :
troubleshootingnetworkinglantechnical support

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