VMware Technical Support Engineer(プレミアサポート) in Japan

Job Description

【グローバルサービス テクニカルサポート本部について】

グローバルサービス テクニカルサポート本部(GSTS) 部は、VMware の製品を利用している世界 100 か国を超える 25,000社以上の企業のお客様をサポートしています。GSTS では、世界に点在する 5 か所のサポート センターを通じて、各国の時間帯に応じたサポートを提供します。GSTS部門は、お客様およびパートナーの皆様に対して VMware 製品の包括的なサポートを提供し、新製品や現行製品の新しいバージョンの開発に参加します。また、メンバーは、製品のリリース戦略、製品ドキュメント制作、お客様とのディスカッションフォーラム、および専門家向けドキュメントの発行にも参加しています。優れた製品の開発およびお客様支援への取り組みは GSTS 部門においても実践されており、業務での社内外のお客様との情報交換によって知的な刺激を感じることができます。VMware GSS 部門のメンバーは、仮想インフラストラクチャのビジネスクリティカルなアプリケーションをサポートするために選び抜かれたスペシャリストです。

テクニカルサポートチームでは、サーバ、ストレージ、デスクトップ(End User Computing)、ネットワーク等の分野に強いテクニカルサポートエンジニアを積極的に採用しています。

Resolve customer's issues via the telephone, email or Webex session

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

【Job Summary:】

As a Technical Support Engineer you will be providing support to customers, using VMware products, in 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.

Essential Functions:

Regular follow ups with customers with recommendations, updates and action plans.

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 new knowledgebase articles to capture new learnings for reuse throughout the organization.

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 trainings,

Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.

【Requirements】

Good written and verbal Japanese communication skills.

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

Overall Work experience of 5 to 10 Years in Technical domain. Experience in Virtualization & Cloud computing will be preferred.

Basic understanding of some of the following technologies:

Networking

Storage

Linux

TCP/IP

Windows Clustering/DHCP/DNS.

Windows 2003/2008

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.

Multiplatform Operating Systems Knowledge (Windows, Linux , UNIX) would be an added advantage

Educational Qualification: Bachelor Degree Experience in providing voice based Technical Support is a key requirement.

CCNA / VCP / RHCE will be an added advantage.

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.