Job Description

Title: Associate Technical Support Engineer
Location: Bangalore
CTC: INR.10,00,000/-

As a New Grad 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:
1. Resolve customer’s issues via the telephone, email or Webex session
2. Reproducing issues in-house and responding back in a timely manner
3. Regular follow ups with customers with recommendations, updates and action plans.
4. Escalate issues in a timely manner according to Standard Operating Procedures.
5. Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
6.Create new knowledgebase articles to capture new learning for reuse throughout the organization.
7.Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
8.Focus on an area of technical specialization and attend technical trainings
9.Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.

Skills Required:

1. Good written and verbal communication skills
2. Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations
3. Understanding in Virtualization & Cloud computing will be preferred.
4. Open to Rotational Shifts
5. Understanding of some of the following technologies - Networking / Storage (FC, iSCSI etc..) / Linux / Windows Clustering/DHCP/DNS / Windows 2003/2008

Company Profile:

Work Here. Transform Everywhere

98% of Fortune 500 Companies use VMware Technology!

The most advanced companies in the world turn to VMware to manage, grow and transform their usiness. When you work here, you’re connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges

We believe that creativity sparks innovation and inspires our employees to think differently and challenge the status quo. Whether it’s the kind of products we develop, our approach to sustainability, or how we give back to our communities, VMware finds unique ways to bring people together to fuel creative thinking.

Why work for our GSS 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.

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