Technical Support Engineer - Federal at VMware in Broomfield, CO
Posted by: "Daniel" Danny22.LA@gmail.com
We have an exciting new opprtunity awaiting you at VMware in our Broomfield, CO office. Please read through the description below and if you think you may be a fit, please foward your resume to Danny Ochoa dochoa@vmware.com.
Also, we will gladly accept referrals from anyone who you think may be interested that is in your network. Thanks.
Technical Support Engineer Level 2 - Federal
VMware Overview
VMware (NYSE: VMW), the global leader in Business Infrastructure Virtualization, delivers proven virtualization solutions -from the desktop through the datacenter and to the cloud-that energize business, while saving energy. IT organizations in companies of all sizes rely on VMware and its industry-leading platform, VMware vSphere(tm), to achieve a more efficient, controlled and flexible IT environment. With 2009 revenues of $2 billion and more than 170,000 customers and 25,000 partners, VMware delivers the world's most trusted solutions for virtualization, a strategic initiative that consistently ranks as a top priority among CIOs. VMware's award-winning technology, market-leading position and culture of excellence provide our 7,000+ employees in 40+ locations worldwide with a platform for professional growth and the excitement of being an early-stage innovator.
Global (Technical) Support Services
The VMware Global Support Services (GSS) team supports over 10,000 companies running VMware servers 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.
About Technical Support
Engineers support over 6,000 companies running VMware servers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web. They resolve customer technical issues through diligent research, reproduction, and troubleshooting utilizes system administration, networking, and storage skills. Managers of Technical Support are responsible for managing highly skilled technical support teams. They work closely with our Technical Support Management team, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Role Responsibilities
Case Management
• Drive customer satisfaction of by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required
• Proactively escalate customer issues and work with Sales, CPD, PSE, PM to assign appropriate priority
• Providing high quality Live Answer technical support to program account base
• Provide on-site support if required
• Complete KB articles for all resolved issues
• Provide best effort support for customers operating on/in unsupported configurations
• Retain ownership of customer issue from creation to closure
• Assist customer outside of normal business hours if required
• Ability to drive customer issues to completion without the use of log files or remote access software
Qualifications
• US Citizen
• Must have an active Secret clearance
• Recommended 5+ years of Technical Support Industry experience
• Strong customer advocacy and relationship building skills
• Strong technical writing skills
• Strong verbal communication, project management and problem solving skills
• Account management experience and/or customer engagement responsibility is desirable
• The ability to analyze and determine the most effective method of problem resolution by utilizing applicable internal resources
• Ability to research problems and document their solutions
• Foundation level knowledge in VMware ESX and Virtual Center products
• Comprehensive knowledge in the following technologies:
o Linux
o Microsoft Operating Systems
o Storage Arrays or Appliances
o Networking, TCP/IP, DNS
• Must be able to travel (domestic & international)
• Ability to be on call 7x24 rotations
• Must be able to work Statutory Holidays on rotation
• Successful candidates will have strong communication skills, business acumen, customer focus and are results oriented
