Technical Support Engineer Ii Heredia, Heredia
hace 2 semanas
**Technical Support Engineer - II**
**Why will you enjoy this new opportunity?**
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.
VMware brings together an extraordinary group of people. This includes an elite development organization with unparalleled expertise in the system software space. The entire VMware team has crafted a rare business environment - one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start-up.
**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
As a Technical Support Engineer II on the VMware Compute North/South America (NASA) Team, you will be providing an opportunity to leverage virtualization technologies and help our customers troubleshoot, understand, and overcome challenges in their operations.
When you join the team, the process begins with your success in mind. Your experience and training are meant to enhance your current knowledge. Your success will be parament from day 1. Your primary focus is completing the extensive VMware onboarding.
Once onboarding is achieved, you will collaborate with your peers to support global customer issues.
You be given an opportunity to work with tenured engineers to expand your troubleshooting, research, and lab reproduction to resolve many complex issues.
As your level 2 Technical Support Engineer skill set grows, you will work on additional product lines and progress your skillset on more technologies and, working with senior engineers build cases to shape product development, based on how customers are utilizing the VMware Cloud service.
Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time, and training days.
As you expand your skill set your opportunities will expand at VMware.
**The Work: What type of work will you be doing?**
As a Level 2 Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the newer members of the team. Key strengths for this role would be motivation, keenness to learn, strong customer service and technical problem-solving skills, and someone who embraces challenges.
**To be successful in this role, you will**:
Utilize your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue, and Customer management.
Expand on your VMware fundamentals to resolve complex queries while providing world-class support to our customers.
Troubleshoot, research, and resolve issues, using labs, logs bundles, and knowledge base, peer-to-peer collaboration, and other tools you will learn in this role.
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, ongoing 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 will you need?**
- Fluent written and verbal communication skills in English
- Experienced in troubleshooting Windows (MCSE/MCP).
- Experience with Server Management Software (HP Insight Manager, IBM Director, Dell Open Manage).
- Experience in troubleshooting Linux or UNIX and providing technical support to customers.
- Experience in LAN/WAN environments.
- Experience with kernel (Linux) or registry (Windows) configuration and debugging.
- Experience with troubleshooting hardware-related issues.
- Experience Troubleshooting Operating system support.
- Experience Performance troubleshooting.
- Working knowledge of Microsoft Systems.
- Willingness to work in a 24x7 environment. Flexible to work evening/night hours and weekends long term if required. This may change as per business needs.
Preferred Qualifications
- 3 years or more experience in a relevant Technical Support Engineering role.
- Experience in Virtualization & Cloud computing will be preferred.
- Certifications (VCP, vCAP, RHCE, etc.)
- Intermediate level understanding of at least one of the following technologies and Basic understanding of a secondary technology
- VMware Support/Deploy
- Linux/Windows Server
Where is this role located?
The location of this role is remote-hybrid/flexible. This is a semi-remote position where you will need to work at our Heredia offices some days and others remotely from home. Our amazing offices are in the America Free Zone and offer parking, a cafeteria, a fitness center,
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