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 WebEx session • Reproducing issues in-house and responding back in a timely manner. • Regular follow ups with customers with recommendations, updates and action plans. • Handle technical assistance escalations from TSE1s TSE2s, communicate technically complex remedies, solutions or work-arounds in a clear and concise manner to customer or partner first line managers, and creates knowledge base content for internal and external use. • Obtain and retain detailed knowledge on more than 1 assigned VMware products. Required Skills and Experience • Ability to learn and follow defined support and root-cause analysis processes. • Proactively schedules and uses available training days. • Available for on-call or after-hour rotations, with prior intimation , available for Overtime • Adaptive to changes driven by customer demands or business requirements. • Able to deliver a consistent experience with high quality and effectiveness. • Create KB articles • Capable of researching on newly discovered issues. • Collaboratively works with and supports other team members. • Successfully able to prioritize work demands. • Increasing ability to solve practical problems without assistance and deal with a variety of variables in situations where only limited information may initially exist. • Ability to interpret a variety of instructions furnished in written, oral, hands-on, or diagram form. • Knowledge of management contacts in the system for technical assistance • Experience dealing with various global customers, maintaining and establishing relationship with them • Capable of running status calls with the customers to keep them up to date with all relevant opened issues, and on-going projects • Able to handle escalations with demanding customers at a technical and management level • Experience in providing Unix/Linux technical support to enterprise customers. • Networking: In-depth understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design • Experience designing and/or supporting large enterprise deployments. • Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark) • Good practical working ability with Linux/UNIX utilities, including editors and command shells • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience • Fluent in spoken and written English • Multiplatform Operating Systems Knowledge (Windows, Linux, UNIX) would be an added advantage • Work experience of 5-8 yrs. in Technical domain Highly Preferred Skills Experience with database related technology (SQL Server, Oracle, DB2, etc) Experience with ESX Server and/or Virtual Center Server Experience with SQL query language Experience with Remote Access Trouble-shootingWebEx or ILO cards Networking Knowledge Linux command-line skills and shell scripting and/or programming Experience in customization of Windows and/or Linux operating systems Experience with Servers (Dell, HP, IBM, etc) Experience with Server Management Software Experience with Domain integration – Active Directory Experience with firewalls and security related issues Background in System Administration
