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Onsite VMware Engineer

Posting Title

Onsite VMware Engineer

Job Description

As a SAP Dresden on\-site Technical Support Engineer you will be providing support to German Customer based in Dresden, Germany \- SAP \- using VMware products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner\. 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\.

Essential Functions:

Resolve customer’s issues on site in Dresden, in person, email or Webex sessions involving GSS and SAP resources\.

Reproducing issues, engaging Engineering, submitting SRs to VMware on behalf of the customer, and responding back in a timely manner\.

Regular follow ups with SAP, with recommendations, updates and action plans\.

Escalate issues in a timely manner according to customer's needs and Standard Operating Procedures\.

Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to SAP\.

Create new knowledgebase articles to capture new learning’s for reuse throughout the organization\.

Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies\.

Focus on an area of technical specialization and attend technical trainings,

Read and work with other Technical Support Engineers on cases which will help cultivate that expertise\.

Requirements:

Fluent written and verbal communication skills in English\.

German language is not a requirement, however basic level would be an advantage\.

Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations\. Escalation handling\.

Work experience in a Technical domain\. Experience in Virtualization & Cloud computing will be preferred\.

Basic understanding of some of the following technologies:

Vrops

VCD

Networking

Storage

TCP/IP

Windows Clustering/DHCP/DNS\.

Windows & Linux

Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment\.

Ability to follow standard engineering principles and practices\.

Logical approach to problem solving and escalation handling\.

Multiplatform Operating Systems Knowledge \(Windows, Linux , UNIX\) would be an added advantage

Educational Qualification: Bachelor’s Degree or equivalent experience\. CCNA / VCP / RHCE will be an added advantage

Why work for our Division

The VMware Global Support Services \(GSS\) team supports over 250,000 companies running VMware in over 100 different countries\. GSS provides time\-zone optimized coverage throughout five support centers globally\. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products\. 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\.

Advertised Location \(Select only ONE location\)

Dresden, Germany

About Us

VMware is the leader in cloud infrastructure, business mobility and virtualization software\. A pioneer in the use of virtualization and policy\-driven automation technologies, VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software\-defined data center to hybrid cloud computing and the mobile workspace\.

With 2014 revenues of $6\.04 billion, VMware has more than 500,000 customers, 75,000 partners, and 18,000\+ employees in 120\+ locations around the world\. At the core of what we do are our employees who deeply value execution, passion, integrity, customers, and community\. Want to be part of a compassionate community that thrives on architecting what's next in IT? Learn more at vmware\.com/careers\.

Requisition Number

69914BR

Advertised Group \(Place a checkmark to select multiple groups\)

Global Support Services – GSS


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