Sr. Support Engineer, VMware

Sr. Support Engineer, VMware

Pay rate: $80 - $83/hr on W2. Location: Remote USA - Fully Remote. Duration: 12 months.

Position Summary

The role of the Sr. Support Engineer, VMware is to provide exceptional remote-based support for mission-critical VMware components as part of our global VMware Services support team.

Essential Duties and Responsibilities

• Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of VMware functionality and develop an action plan to resolve issues

• Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting

• Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience

• Replicate reported issues as needed for troubleshooting

• Provide new or modified configuration to resolve incidents

• Advise end users on application functionality and capabilities

• Recommend changes to client training based on incident volumes and trends

• Create scripts to identify, analyze and correct data issues

• Thoroughly document remediation, test results, and approvals

• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours

• Collaborate with team members in a virtual team environment to extend field experience to different client situations

• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience

Additional Duties & Responsibilities:

• Participate in a 24x7x365 On Call rotation with other team members.

• This position is required to support clients in specific business hours

Experience

• 10+ years of VMware experience across the VMware technology footprint

• Technical and functional expertise with solid understanding of vSphere, vCenter, NSX, vSAN, Aria, SRM, and Skyline Collector.

• Expertise with VMware including full life-cycle implementation experience, configuration, and administration of VMware

• Knowledge of VMWare maintenance/patching mechanics and VMware architecture

• Demonstrable history solving complex problems across multiple components

• Work closely with client VMware SMEs and Management

Skills

• Superb trouble-shooting skills and tenacity in problem solving

• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients

• Strong knowledge of key application functionality

• Excellent English communication skills – verbal & written are required

• Attention to detail and the ability to learn quickly

• Extreme focus on Client satisfaction

• Ability to work calmly and professionally in high pressure situations

• The ability to work remotely from a home-based office in a virtual environment

Desired Qualifications

• The best candidates will have knowledge of multiple VMWare components across multiple releases including proficiency with VMWare component business processes, navigation mechanics, configuration requirements, integrations, and knowledge of underlying technology.

Education

• Bachelor's Degree in computer science or related field or equivalent experience

Language

• Fluent English

Location

Candidates must be based in the United States and requires US Citizenship