VMware Senior Technical Support Engineer in Cork, Ireland

Job Description:

As a member of the Global Services support team, you will have the ability to work independently or as part of a team with some of VMware’s most strategic customers and partners to drive their success. You will provide support to our customers, using VMware products, 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.

Responsibilities:

  • Own and drive the Customer Experience throughout the life-cycle of the Service Request to resolution.

  • Reproducing issues in-house and responding back in a timely manner.

  • Achieve VCP certifications within 6 months and maintain accreditation

  • Collaborate with senior engineers and engineers to resolve customer product issues.

  • Escalate issues in a timely manner according to Standard Operating Procedures.

  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.

  • Create and promote the creation of solution contact to assist within the centre.

  • Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.

  • Focus on an area of technical specialization and attend technical training.

Requirements:

  • Fluent written and verbal communication skills in both English/French.

  • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in highly dynamic or ambiguous situations.

  • Work experience in a Technical domain.

  • Good understanding in at least one of the following technologies:

  • Networking, Storage, Linux, TCP/IP, Windows

  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.

  • Ability to follow standard engineering principles and practices.

  • Logical approach to problem solving.

  • B.S. in Computer Science, Electrical Engineering, Math or other relevant IT computer based qualifications or equivalent work experience

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.