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Job Description:

Job Description:

Business Summary:

VMware by Broadcom is the leader in virtualization and cloud infrastructure solutions that enable our more than 350,000 enterprise and SMB customers to thrive in the Cloud Era/ A pioneer in the use of virtualization and policy-driven automation technologies, VMware by Broadcom 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.

Our team of 20,000+ people working in 50+ locations worldwide is committed to building a community where phenomenal people want to work long-term by living our values of passion, innovation, execution, collaboration, active learning, and giving back. If you are ready to accelerate, innovate, and lead, join us as we challenge constraints and problem tackle for tomorrow today.

Are you ready to join this fast-growing team?

Job Description

As a technical support engineer, you will be providing support to customers, using VMware by Broadcom products, in isolating, diagnosing, reproducing, and fixing technical issues promptly. 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 via the telephone, email, or Zoom sessionReproducing issues in-house and responding promptlyRegular follow-ups with customers with recommendations, updates, and action plansEscalate issues promptly according to standard operating proceduresLeverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issuesCreate new knowledgebase articles to capture new learning for reuse throughout the organizationParticipate in technical communications with peers to share best practices and learn about new technologiesFocus on an area of technical specialization and attend technical training,Read and work with other technical support engineers on cases that will help cultivate that expertise

Minimum Requirements:

4+ years of work experience in enterprise technical supportFluent written and verbal communication skills in EnglishGood interpersonal communication and customer service skills are needed to work successfully with customers in high-stress and or ambiguous situationsStrong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environmentThe logical approach to problem-solving & Strong Troubleshooting experienceWillingness to work in a 24x7 environment. Flexible to work evening/night hours and weekends long term if required. This may change as per business needsKnowledge of L3 and L2 Protocols (TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, VLAN Concepts, VLAN Tagging)Ability to troubleshoot networking issues at the L2-L7 layer.Ability to perform and analyze tcpdump, wireshark, traceroute, route, and netstat data.

Preferred Qualifications

Experience in Virtualization & Cloud computing will be preferredCertifications (VCP, CCNA, CCNP, MCSE, RHCE etc.)Advanced level understanding of at least one of the following technologies and Intermediate level understanding of a secondary technologyStorage (FC, ISCI, etc.)Concepts of Firewall / ACL / Load Balancer / Endpoint Security like McAfee / TrendMicro / Palo Alto Networks Skills / VMware LastlineLinux/Windows Server

Broadcom is proud to be an equal-opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status, or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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