**The Elevator Pitch: Why will you enjoy this new opportunity?
**
Are you passionate about learning new technology and solving complex problems for key customers?
VMware has a Technical Support role for you.
You will be working on the latest and top of the line technology suite, becoming an expert in the industry.
Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.
**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
**
As a Senior Technical Support Engineer, you will be responsible for assisting leadership as requested as well as the team with their customer's technical issues.
Key strengths for this role include mentoring, positive attitude, superior soft skills and expert level technical problem-solving skills.
You will work with the team directly with the goal in mind of 'complete customer satisfaction.
You will also support multiple technical support teams, including TSE 1, 2 and other level 3 engineers on best practice, knowledge creation and escalations.
- We devise a specific training plan for each engineer to maximize their time and effort.
Working with your peers, coaches, and online training programs to skill you up on the Global support processes and products and to understand how the technology works with our
- Once achieved, you will support our global engineers with their service requests and questions, to build their knowledge and technical skillsets.
You will be supportive and approachable to the team's engineers regarding all troubleshooting efforts, customer guidance, and building TSE knowledge.
- You will perform case audits, train and mentor TSEs, lead the Networking case clinic, and support engineers as they ask questions via online communication methods.
- Throughout this time, and your career at VMware, you will develop multiple skill sets through additional trainings, learning tools, research time and dedicated training days.
**The Work: What type of work will you be doing?
What assignments, requirements, or skills will you be performing on a regular basis?
**
As a Senior Technical Support Engineer, you will be responsible for resolving complex customer technical issues and supporting the team and the support operation.
Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.
To be successful in this role, you will:
- Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team.
- Encourage team collaboration, participation, and team work at all levels within the department.
- Drive communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management within the team.
- Be approachable to all TSEs and teach them to do the work, not do it for them.
- Be willing to jump in on any case at a moment's notice as needed.
- Resolve complex queries while providing world class support to our customers.
Including supporting TSEs with their challenges.
- As a Senior Technical Support Engineer, you will support the team, the operation and the field with customer escalations.
- Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
- Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved.
- Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.
**What skills, abilities, and experience are needed for this role?
**
- 5+ years of relevant Technical Support Engineering in a role focused on Network Support/Virtualization.
- Fluent in spoken and written English
- Advanced experience with networking and understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, firewalling and load balancers
- Experience with network components such as ASR routers, switches, firewalls, ASA, etc).Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS and storage
- CCNA or equivalent certification and/or related work experience
- Familiarity with systems management concepts, processes, and standards (e.g.
SNMP); capacity/performance management and tuning; and storage and network management
- Experience crafting and/or supporting large enterprise deployments.
- Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of the general system and network troubles