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Senior Technical Support Engineer- Federal - Opportunity for Working Remotely

Company: VMware
Location: Seattle
Posted on: January 16, 2022

Job Description:

GSS OverviewThe VMware Global Support Services (GSS) team supports over 250,000 companies running VMware servers in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A dedication to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the "best of the best" supporting business-critical applications in a virtual infrastructure.What's in it for you?VMware brings together an extraordinary group of people. This includes a world-class development organization with unparalleled expertise in the system software space. The entire VMware team has built a rare business environment - one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start up.Job DescriptionAs a Federal Support Team, we support the entire suite of VMware products for global customers and partners, working with them via the phone, email, and web. You work to resolve customer technical issues through diligent research, reproduction and troubleshooting by utilizing system administration, networking and storage skills. You work closely with the Management team, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
-Responsibilities

  • Respond to customer inquiries, primarily by telephone and e-mail
  • Work flexible schedules, which may include evenings, weekends or holidays
  • Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
  • Document all technical inquiries, develop and review content for knowledgebase
  • Help test alpha and beta productsRequirements
    • Experience with Advance PC Hardware Setup
    • Deep understanding of Server PC Architecture.
    • Strong networking knowledge, including experience with OpenStack.
    • Experience resolving system crashes and solving hardware related issues.
    • Excellent knowledge of Operating Systems including (Windows, Linux, Unix Solaris or FreeBSD, Novell Netware)
    • Experience in providing Linux/UNIX and Windows technical support to customers.
    • Experience troubleshooting 3rd party application integration.
    • Experience Performance troubleshooting.
    • Minimum of 2-3 years experience in software and hardware combined
    • Working knowledge of Microsoft (Windows Server 2003, Windows 2000, Windows NT, Windows 98, 95, and 3.1; MS DOS), plus x86 platforms, devices, and networking
    • Basic understanding of TCP/IP networking stack
    • Experience in an enterprise LAN/WAN environment
    • Experience with Windows and Linux Networking
    • Experience with administering 802.1q
    • Experience trouble-shooting Firewall technology (Pix, CheckPoint)
    • Ability to look at and analyze network traces. (ethereal, wireshark, tcpdump)
    • Experience working within an Enterprise IT Support environment.
    • Excellent social skills
    • Case/Customer Management skills
    • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experienceHighly Preferred Skills
      • Experience in System Operations or Infrastructure support teams
      • Experience with ESX Server and/or Virtual Center and/or other VMware products
      • Experience with Cisco or Network hardware manufactured products
      • Experience with Server Hardware (Dell, VxRail, HP, IBM, etc)
      • Experience with switch and routing protocols (CCNA)
      • Experience with scripting and programming (C, C++, Perl, Python and Intel Assembly)
      • Background in System AdministrationThis role is flexible and can be done from home, in an office, or a combination of the two anywhere in the United States.The hours for this role are Mountain Time, several shifts.This position will perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil, and therefore any offer will be contingent upon verification of both of these requirements.#GlobalSupportFOR COLORADO BASED CANDIDATES:The hiring range for this position is typically $73,000.00- $98,000.00. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/ . *Note: Disclosure of Colorado pay and benefits required per sb19-968.
        This job may require the candidate to comply with travel restrictions and/or work from a facility that requires full vaccination prior to entry. Further, depending on various factors, including legal challenges to the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, VMware may require employees to be fully vaccinated effective January 18, 2022.
        Category : Client Support
        Subcategory: Technical Support
        Experience: Manager and Professional
        Full Time/ Part Time: Full Time
        Posted Date: 2021-12-15 Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the "best of the best" supporting business-critical applications in a virtual infrastructure. What's in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver

        VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at http://careers.vmware.com.

        Equal Employment Opportunity Statement: 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.

Keywords: VMware, Seattle , Senior Technical Support Engineer- Federal - Opportunity for Working Remotely, IT / Software / Systems , Seattle, Washington

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