VMware Premier Support for Telco Senior Technical Support Engineer

VMware (Cork, Ireland) 4 hours ago

As a VMware Premier Support for Telco Senior Technical Support Engineer you will be part of a team providing reactive & proactive support to customers who have deployed NFV infrastructure with VMware vCloud NFV.


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:

  • Supporting our most strategic Telecommunication Service Provider customers 
  • Focus on day to day SR resolution and proactively drive progress 
  • Meeting aggressive responsiveness and service restoration targets 
  • Expected to be a Subject Matter Expert in at multiple VMware Products within 9-12 months of completing onboarding training 
  • Ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight 
  • Leading on authoring Knowledge Base articles – high value on knowledge sharing 
  • Participation in mentoring, new hire events, and delivering technical training 
  • Capable of researching newly discovered issues 
  • VMware troubleshooting review (log analysis/troubleshooting process) 
  • Foster an enhanced relationship with VMware Engineering, Core R&D, and the Field Account teams 
  • Work with the Support Account Manager for your customers to ensure that the customer gets the highest level of support and communication from VMware
  • Provide formal root cause analysis on critical customer situations 
  • Manage account document repository ensuring accuracy and completeness 
  • Proactive Service and Relationship Development 
  • Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates 
  • Provide technical assistance with support planning, upgrade and maintenance 
  • Investigate opportunities to build/ maintain internal technical environments for key customers 
  • Coordinate onsite visits in conjunction with SAM and TSM 
  • Review customers change management process / documents for gaps against known best practices

Requirements:

  • Hands on experience with VMware ESXi & vCenter or other VMware products
  • Good knowledge in the following technologies:
    • Linux
    • Microsoft Operating Systems
    • Storage Arrays or Appliances
    • Networking, TCP/IP, DNS
  • Experience designing and/or supporting large enterprise deployments
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent technical work experience
  • Strong customer advocacy and relationship building skills
  • Strong verbal communication and problem-solving skills
  • Fluent in spoken and written English

Highly Preferred Skills:

  • Previous experience in the Telecommunications industry an advantage
  • Strong SDDC (ESX, NSX, vSAN, vRealize) , cloud native (TKG/Kubernetes) and infrastructure management (vCloud director/ VIO) skills, as that’s the core everything we automate on.
  • Strong DevOps background in automation over Kubernetes, AWS/GCP/Azure/OpenStack, Linux, L2/L3 networking, CI/CD (Jenkins, git etc), Python, Ansible, Bash
  • Knowledge in ETSI MANO / OSM / ONAP  framework and terminology
  • Networking: Excellent understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design
  • UNIX kernel diagnostics/debugging (at a level typically found in senior level 2 or level 3 UNIX support staff)
  • Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
  • Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vCAC including Networking enabled by software
  • Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC
  • Willingness to travel to customer locations for short periods up to 5 days in the event that your customer has an emergency situation
  • Ability to develop a long-term business relationship with your end customer

Anyone with a legal right to work in the E.U. may apply for this role.  Please note that this role is not eligible for employment-based immigration sponsorship by VMware.”


Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Remote: No
Posted Date: 2020-10-26



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VMware Premier Support for Telco Senior Technical Support Engineer

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