Replicate customer configurations as required to troubleshoot complex errors.
Undertake to develop and maintain technical skills in selected products.
Undertake training to achieve and maintain accreditation in selected products.
Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations, and resolve faults.
Completely and accurately document all work activity in the customer support tracking system.
Expanding knowledge to other products in addition to vSphere, such as vSAN, NSX, and VMware Cloud Director.
Assisting Level 1 engineers with technical guidance and troubleshooting techniques
Demonstrate superb customer service skills, being sensitive to customer concerns whilst confidently managing the interaction.
Embrace the team’s culture of knowledge sharing by documenting and linking all technical learnings to existing solutions and creating new knowledge-based articles to be shared with both customers and colleagues.
Work collaboratively with Escalation Engineers and colleagues in a fast-paced environment across various teams to ensure the optimum technical solution and advice is provided to the customer.
Who Are We Looking For?
The ideal candidate would be someone passionate about Virtualization, networking, storage, and Linux.
In this role, you will have the opportunity to acquire lots of new skills, so you must be keen to learn and embrace new technologies and commit to rapid skills development.
Therefore, what is essential for us
Excellent English language skills both written and verbal.
2-3 years of experience working in IT customer support or similar roles.
Good interpersonal communication and customer service skills are needed to work successfully with customers in high-stress and or ambiguous situations.
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
Team player, able to solve problems and work effectively both within a team and individually as necessary.
Flexibility to adapt to changing demands in a technical direct customer-facing role.
A thorough understanding of common networking protocols. Knowledge of TCP/IP, routing, switching and related protocols, network environments, and topologies.
Good understanding of vSphere, storage, networking, and troubleshooting techniques.
Understanding of how virtual machines are created, cloned, and managed.
Understanding of CPU, RAM, Disk, and Storage types (NAS, SAN, RAID, SSD, HDD).
Ability to analyze logs, identify patterns and resolve complex cases.
Willingness to work outside of normal business hours.
Previous experience in busy technical support departments.
Foreign language skills (German, French, or Spanish) would be a plus but not essential.
Location
EG-New Cairo, Egypt (Uvenues)
Time Type
Full time
Job Category
Engineering and Technology
