This position is for a Colleague Support Engineer for the SEMEA organization based in Barcelona, Spain. You should be an IT professional who possesses an excellent customer service attitude and creativeness in fixing / problem solving. A person who is ready to grow their career by being part of the VMware Colleague Experience and Technology team. The role includes installing, diagnosing, repairing, maintaining and upgrading all hardware/software across a mixed environment of largely Windows/Mac OS. He/she will know how to troubleshoot problem areas in person, via telephone or any other communication method in a timely and accurate fashion to provide colleague assistance where required and working strongly as part of a team. The individual must demonstrate both a technical and people/customer orientated approach to ensure both dedicated and reactive support to our business partners and colleagues. The candidate will have 5+ years of experience independently supporting large size corporate locations in a dynamic and productive environment.
Desired Knowledge and Abilities
Minimum 5+ years IT experience
Demonstrate the ability to successfully and strongly work as part of a team
5+ years in supporting and working with Windows and Apple Mac
Working with laptop and desktop hardware
Working with desktop applications including Microsoft Office, VPN’s and virus scanning
Working with desktop imaging software and deployment.
Familiarity with desktop architecture and build methodologies
Familiarity with other IT disciplines such as telecoms, data management, messaging, server operations etc.
Proven customer service skills
Audio-Visual and Events first level support experience
Excellent written and oral interpersonal skills
Experience with VMware End User Computing products such as AirWatch, Workspace One, Horizon View etc.
ITIL Foundation certification
Major Responsibilities and Duties
Provide ongoing operational support including operating system releases, upgrades and service pack installations, bug fixes, security updates and any system change activities
Build new systems across laptop and desktop and new hire deployment.
Setup, configure and support mobile devices such as iPads, iPhones, Android devices etc. and manage and deploy VMware AirWatch Mobile Device Management
Provide tier 2 support to the Help Desk to resolve desktop system issues as reported by our colleagues
Troubleshoot problem areas in person, via telephone or other communication methods in a timely and accurate fashion and provide colleague assistance and advice where required
Determine solutions for network security, provision of anti Spyware/Adware and virus protection
Ensure excellent customer follow up communications and timely issue status updates to colleagues and IT management
Build a formal mentorship with IT End User Services peers to share lessons learnt and IT knowledge transfer
Network with multi-functional and wider IT teams to demonstrate best practices and identify resolutions to issues and solutions
Assist our colleagues with identifying and specifying hardware and software needs to address their business requirements aligning with our corporate standards where possible
Familiar with server hardware, software installation and maintenance in co-ordination with corporate IT standards for example SAN/NAS storage and network architecture
Builds and updates documentation such as FAQ’s, user guides, standard operating procedures, knowledge base for supported IT services and applications
Identifies current operational process inefficiencies and provides recommendations for improvement
Order, track and maintain hardware asset stock and inventory
Regular travel to VMware office/s in other locations in Spain (i.e. Madrid)
Develop and sustain colleague relationships:
Build positive relationships with local business units and VMware leaders.
Identify, measure, analyse, and communicate service performance
Adhere to established company policies, procedures and processes
Relations with other positions
Report directly to Senior Manager, Colleague Experience and Technology, Central and Southern EMEA
Cooperate with team-members from other functions and teams on the assigned project
Standard evaluation of performance will take place regularly throughout the year. The direct manager is responsible for giving regular feedback during the period.
Soft skills and Competencies Required
Ability to communicate effectively; interpret policy, procedures and data; maintain emotional control under stress
Ability to estimate, prioritize and organize tasks effectively
Ability to make decisions assessing all relevant factors
Constant demonstration of proactive attitude
Identify and immediately escalate problems; suggest problem resolution
Ability and willingness to learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology
Emphasize on results and is goal oriented
Ability to handle project requirements appropriately
Responsive to the demands of employees and supervisors; open to feedback
Adhere to the business ethics and the established internal rules
Keeps Company and customer information confidential
Category : Engineering and Technology Subcategory: Desktop Systems Experience: Manager and Professional Full Time/ Part Time: Full Time Remote: No Posted Date: 2020-09-16
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