Sr. Technical Support Engineer

SmartRecruiters, Inc.; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

VMware is seeking a Technical Support Engineer to provide customer support for VMware products, helping diagnose and resolve issues via phone, email, or WebEx. You will work in a fast-paced environment, requiring strong communication, customer service, and problem-solving skills, with virtualization and cloud computing experience preferred, and a willingness to work in a 24/7 shift.

Joining our team means contributing to knowledge base articles and collaborating with peers to deliver effective

Qualifications

• Experience in virtualization and cloud computing preferred.
• Willingness to work in a 24/7 shift environment.
• Excellent written and verbal communication.
• Strong customer service and problem-solving skills.
• Ability to learn new technologies quickly.

Responsibilities

• Provide support to customers using VMware products via phone, email, or WebEx.
• Isolate, diagnose, reproduce, and fix technical issues.
• Follow up with customers with recommendations and action plans.
• Escalate issues per operating procedures.
• Create knowledge base articles and share best practices.
• Collaborate with the Technical Support Team to learn and improve.
• Develop area of specialization through training.

Skills

Communication skills

Customer service

Problem solving

Self-motivation

Team collaboration

Tools

VMware

Windows

Linux

UNIX

Job description

VMware is the industry-leading virtualization software company. Our technologies simplify IT complexity and streamline operations, helping businesses become more agile, efficient and profitable. By virtualizing infrastructure—from the data center to the cloud to mobile devices—we enable IT to deliver services from any device, anytime, anywhere. - See more at: http://www.vmware.com/in/company/#sthash.2nzmlvUu.dpuf

Job Description

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
• TCP/IP
• 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

Additional Information

All your information will be kept confidential according to EEO guidelines.