Colleague Support Engineer (End-user computing): Colleague Experience and Technology

Why will you enjoy this new opportunity?

VMware IT colleague Experience and Technology department provides end user technology services and support enabling efficiency and productivity of our colleagues. In this role, you will engage with colleagues remotely (Phone, Chat, Video & Email) in troubleshooting software and hardware related issues with exposure to several administrative tasks, device security platforms, virtualization and obviously get hands-on with VMware products like Workspace ONE, Horizon, etc. You will be a part of an inclusive team where different minds work together to drive efficiency and productivity for our VMware colleagues

What is primary need, technical challenge, and/or problem you will be responsible for?

You will be required to work closely with a team of Colleague Support Engineers and other Internal IT members to provide the best of technical resolutions and play a key role in ensuring the best possible Colleague experience.       

Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing?

• We will need your ability to identify the loopholes in current process and identify improvements to achieve delightful support for our colleagues.
• Bring new ideas of innovation and automation excellence into the support team.
• You need to gain knowledge and get certified on VMware products (VCP-DW or VCP-DCV) that IT team supports internally
• Constantly Improve internal Knowledge base to improve solutions and processes used by the team to provide effective support

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As part of the Colleague Experience and Technology team, you will:

·Perform remote troubleshooting through diagnostic techniques and pertinent questions

·Escalate issues in a timely manner according to standard operating procedures

·Work closely with the Command Center, VMware Network Operating Center, to engage the appropriate tier 2 support teams in a timely manner

·Escalate trouble tickets in queue to appropriate functional areas, and follow up with those functional areas to ensure completion within designated SLAs (Service level agreements)

·Interact with a variety of stakeholders throughout the organization such as IT, Engineering, HR, and Facilities to understand customer contacts, workflow, and make recommendations to improve ticket escalation processes

·Need to be flexible in working in a 24/7 environment

Required Skills:

·Experience in Active Directory, MS Outlook, Trouble shooting, OS, Printer configuration, Knowledge of DNS, MAC, O365

·Experience in handling multiple OS - Windows 10, Mac OSX, Android and iOS: Navigation and Troubleshooting, Linux [Will be an added advantage]

·Should have knowledge in networking such as troubleshooting Lan, Wi-Fi, VPN issues

·Should have good self-presentation skills to interact comfortably in person as well as live Video calls and resolve IT issues through the interaction

·Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing

·3-5 Years previous IT Service Desk and/or Technical Support experience required

·Keen attention to detail, memory of patterns, and interest in problem-solving

Preferred Skills:

Our team looks for individuals who embody our values of humility, empathy, collaboration above isolationism, respectfulness, trustworthiness, and good-natured fun. Additionally, we would like:

• You to have worked in an environment involving automation scripting, that is a plus
• You to have worked on projects and managed projects internally or externally, with successful delivery

What is the leadership like for this role? What is the structure and culture of the team like?

This role will be reporting to the Manager, Colleague Support for VMware IT Service Desk. He has expertise in people management, processes, various technology streams and focuses on reducing the reliance on manual efforts by replacing common, repetitive tasks with automated capabilities.

He works towards leading and building strategic directions to drive motivation & inspiration to deliver value proposition and delightful always-on experience for VMware colleagues

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Employee Stock Purchase Plan
• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
• Healthy and local inspired snacks in all our pantries