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Careers in Client Support

Client Support

Technical Support Engineer

今すぐ応募する 採用情報 ID R180974 掲載日 Feb. 20, 2018

As a Network Virtualization Engineer, you will provide technical support to both staff and customers who are working to implement VMware NSX platform and related products.

Responsibilities

• Respond to customer inquiries - via email and telephone.

• Mentor and provide training to other technical GSS staff in Network troubleshooting topics.

• Own and drive the Customer Experience throughout the lifecycle of the Service Request to resolution.

• Resolve all Technical issues through diligent research, reproduction, and troubleshooting.

• Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.

• Document all technical inquiries; develop and review content for knowledgebase.

• Participate in testing alpha and beta products and provide feedback to Engineering.

• Be an advocate for network virtualization, educate GSS on the NSX platform

• Troubleshoot and engage with NSX Engineering on customer reported issues, including identifying viable workarounds.

• Travel to Customer sites and represent VMware GSS.

Requirements.

• Networking: understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, firewalling and load balancers

• Experience with network components such as, ASR routers, switches, firewalls, ASA, etc).Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS and storage

• CCNA or equivalent certification and/or related work experience

• Familiarity with systems management concepts, processes and standards (e.g. SNMP); capacity/performance management and tuning; and storage and network management

• Experience designing and/or supporting large enterprise deployments.

• Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)

• Good practical working ability with Linux/UNIX utilities, including editors and command shells

• B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience

• Fluent in spoken and written English

• Ability to travel 20 per cent of the time.

Highly Preferred Skills

• Hands on experience with VMware ESX Server or VMware products

• UNIX kernel diagnostics/debugging (at a level typically found in senior level 2 or level 3 UNIX support staff)

• Experience with operation and administration of large Windows Server and Desktop Environments o Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols

• Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vRA including Networking enabled by software

• Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC

• Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc.

• Previous Enterprise Technical Support.

• CCNP or equivalent certification and/or related work experience

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