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For your reference, we have included the original job posting below.
Technical Support Engineer - Desktop Job
Job Number:
24606829
Company Name:
VMware
Job Category:
Information Technology
Technical Support Engineer - Desktop Job
Technical Support Engineer - Desktop
Job ID 19648-VM Division GSS Job Location ON-Burlington City State Country Job Status Full Time Job Category Tech Support-CAN
TECHNICAL SUPPORT ENGINEER - DESKTOP BURLINGTON, ONTARIO
VMWARE OVERVIEW
VMware (NYSE: VMW), the global leader in Business Infrastructure Virtualization, delivers proven virtualization solutions -from the desktop through the datacenter and to the cloud-that energize business, while saving energy. IT organizations in companies of all sizes rely on VMware and its industry-leading platform, VMware vSphere(tm), to achieve a more efficient, controlled and flexible IT environment. With 2009 revenues of $2 billion and more than 170,000 customers and 25,000 partners, VMware delivers the world's most trusted solutions for virtualization, a strategic initiative that consistently ranks as a top priority among CIOs. VMware's award-winning technology, market-leading position and culture of excellence provide our 7,000+ employees in 40+ locations worldwide with a platform for professional growth and the excitement of being an early-stage innovator.
ABOUT THE GLOBAL SUPPORT SERVICES TEAM
The VMware Global Support Services (GSS) team supports over 10,000 companies running VMware desktop and server products in over 100 different countries. With an ever expanding consumer market, VMware desktop products have become the predominant virtualization platform for Mac OS X, Windows, and Linux users. GSS continues to strive to provide excellence and build customer advocacy with our consumers and is looking to expand support operations for our Mac based virtualization product, VMware Fusion. The Fusion Support Team will provide support for the America's during regular business hours. This team also participates in helping enhance new products and new versions of current products, as well as assisting with evolving product delivery strategies product documentation, and discussion forums with customers. 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 consumer virtualization products
WHAT'S IN IT FOR YOU?
VMware brings together a phenomenal group of people. This includes a world-class development organization with unparalleled expertise in the system software space. 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 start up.
JOB DESCRIPTION
As our Desktop Technical Support Specialist, you will ensure that each customer contact is a friendly, professional and supportive experience that addresses the needs of VMware Fusion customers. You will provide technical support for a wide range of VMware Fusion users with issues ranging from basic product hand holding, operating system installation and basics, to more advanced technical issues such as using USB devices and printers with Windows virtual machines and other operating systems.
Knowledge: The Desktop Technical Support Representative uses concepts learned in training, extensive knowledge-base, and daily use of the products to resolve a wide variety of customer problems. The Desktop Technical Support Specialist continues to use the products on a daily basis to build on existing product knowledge. Job Complexity: The Desktop Technical Support Specialist works on issues ranging from basic product hand holding, operating system installation and basics, to more advanced technical issues such as using USB devices and printers with Windows virtual machines and other operating systems. The Desktop Technical Support Specialist also exercises judgment within defined procedures and practices to determine appropriate action. Supervision: The Desktop Technical Support Specialist normally receives general instructions on routine work and detailed instructions on new projects or assignments.
RESPONSIBILITIES
Provide world class customer support and proactive follow up when appropriate. Respond to customer inquiries, primarily by telephone, e-mail, and community forums while ensuring high customer satisfaction during assigned work hours. Answer technical questions, solve technical problems, and develop/provide appropriate workarounds through diligent research, reproduction, and troubleshooting. Monitor and contribute to the Personal Desktop community online forums. Provide feedback on a daily basis to management on new emerging issues. Work closely with customers and VMware Personal Desktop Support Leads and Management on escalated support issues and ensure they are resolved in the most timely and effective manner possible. Responsible for identifying possible product defects and follow proper escalation procedures when appropriate. Maintain accurate documentation of technical support contacts in Siebel database.. Author documents on common issues and solutions in order to build the knowledge base. Develop and update FAQ documentation. Champion customer driven feedback to functional areas in order to influence process/product improvements. Participate in department training sessions that will help provide better technical support to VMware Personal Desktop customers. Help beta test products. Report to work on time on a consistent basis. Be available for weekend or evening 24/7 support as required.
REQUIREMENTS
Minimum of 1-3 years work experience with relevant customer experience in Retail, Technical Support, Help Desk Support, or Customer Service. Bachelor's degree with a technical discipline preferred. Proven technical aptitude, owns a computer and peripheral devices like iPods, cell phones, PDA's, etc., and has personal experience with using and troubleshooting them. Ability to work with a wide range of customers from computer neophytes to technical professionals. Working knowledge of the Mac platform, Apple software, Mac OS X and Windows. Comfortable navigating through unfamiliar software applications. Ability to acquire and apply new technical knowledge quickly. An active listener and excellent verbal and written communicator. Proficiency with applications such as Microsoft Word, Microsoft Excel, Safari, Internet Explorer, Firefox. Familiarity and working knowledge of networking (TCP, Windows Shares, etc.). Knowledge of Siebel CRM application, a plus Ability to take initiative and to set priorities independently. Strong organizational skills and attention to detail. Ability to multi-task between several customer situations at the same time. Fluent in English, both written and spoken. Additional language skills of German, French, or Spanish welcome.
