Technical Support Engineer

About Us: VMware (NYSE: VMW), the globalleader in cloud infrastructure,delivers customer-provenvirtualization solutions thatsignificantly reduce IT complexity.VMware accelerates anorganization’s transition to cloudcomputing, while preserving existingIT investments and enabling moreefficient, agile service deliverywithout compromising control. Withannual 2010 revenues of $2.9billion, more than 250,000customers and 25,000 partners,VMware helps organizations of allsizes lower costs, preserve freedomof choice and energize businessthrough IT while saving energy—financial, human and the Earth’s.Our award-winning technology,market-leading position and cultureof excellence provide our 9,000+employees in 40+ locationsworldwide with a platform forprofessional growth and theexcitement of being an early-stageinnovator.
Why work for our Division: The VMware Global SupportServices (GSS) team supports over10,000 companies running VMwareservers in over 100 differentcountries. GSS provides time-zoneoptimized coverage throughout fivesupport centers globally. The GSSteam supports the entire suite ofVMware products for globalcustomers and partners andparticipates in developing newproducts and new versions ofcurrent products. GSS teammembers also participate in productdelivery strategy, productdocumentation, discussion forumswith customers, and expertdocuments publishing. Acommitment to excellence andcustomer advocacy pervades theGSS team, and the workenvironment fosters intellectualstimulation through exchanges withinternal and external customers.The VMware GSS team membersare the “best of the best” supportingbusiness-critical applications in avirtual infrastructure.Why work with our group: Engineers support over 6,000companies running VMware serversin over 100 different countries. Theysupport the entire suite of VMwareproducts for global customers andpartners, interfacing with them viathe phone, email, and web. Theyresolve customer technical issuesthrough diligent research,reproduction, and troubleshootingutilizes system administration,networking, and storage skills.Managers of Technical Support areresponsible for managing highlyskilled technical support teams.They work closely with ourTechnical Support Managementteam, Engineering, Sales, andProduct Marketing teams to ensurethat VMware is delivering overallsuperior service and support to ourcustomers.Job Description Responsibilities- Respond to customer inquiries,primarily by telephone and e-mail- Work flexible schedules, whichmay include evenings, weekends orholidays- Resolve customer technical issuesthrough diligent research,reproduction, and troubleshooting- Work directly with other technicalsupport staff, quality assurance,engineering, sales, marketing,operations, and administration toresolve problems- Document all technical inquiries,develop and review content forknowledgebase- Help test alpha and beta productsRequirements:- Experience in providing Linux/UNIXand Windows technical support tocustomers- Experience with trouble-shootinghardware related issues- Experience troubleshooting 3rdparty application integration- Experience troubleshootingoperating system support- Experience in Performancetroubleshooting- Excellent interpersonal skills- Strong in spoken and writtenEnglish- Minimum of 2-3 years experiencein software and hardware- B.S. in Computer Science,Electrical Engineering, Math, orequivalent work experience- Working knowledge of Microsoft(Windows Server 2003, Windows2000, Windows NT, Windows 98,95, and 3.1; MS-DOS), plus x86platforms, devices, and networkingHighly Preferred Skills- Experience with VMwareWorkstation and / or GSX Server- Experience with database relatedtechnology and administration (SQLServer, Oracle, DB2, etc)- Experience troubleshootingterminal- Experience with Servers (Dell, HP,IBM, etc)- Experience with ServerManagement Software- Experience with Domainintegration / Active Directory- Working knowledge of NovellNetWare or MacOS- Experience with scripting andprogramming- Experience with firewalls andsecurity related issues
Desirable Skills:- Fluent in Spanish and/orPortuguese
To apply: http://jobs.vmware.com/job/Burlington-Technical-Support-Engineer-Systems-Job/1272467/