Staff Technical Support Engineer
VMware
Tokyo, Japan
‎‎23 時間前

Job Summary :

As a Technical Support Engineer you will be providing support to customers, 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 issues via the telephone, email or Webex session
  • Reproducing issues in-house and responding back in a timely manner.
  • Regular follow ups with customers with recommendations, updates and action plans.
  • Escalate issues in a timely manner according to 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 customer issues.
  • Create new knowledgebase articles to capture new learnings 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 :

  • Good written and verbal Japanese communication skills.
  • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
  • Overall Work experience of 5 Years + in Technical domain. Experience in Virtualization & Cloud computing will be preferred.
  • Basic understanding of some of the following technologies :
  • Windows Clustering / DHCP / DNS.

    Windows 2003 / 2008

  • 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.
  • Multiplatform Operating Systems Knowledge (Windows, Linux , UNIX) would be an added advantage
  • Educational Qualification : Bachelor Degree Experience in providing voice based Technical Support is a key requirement.
  • CCNA / VCP / RHCE will be an added advantage.

    Working Location;Tokyo

  • テクニカルサポートエンジニアの特徴
  • 技術的に幅広い分野を担当できる
  • 他部署 R&Dを含む と社内ツールにてコミュニケーションがとりやすい
  • VMware製品についての技術力はもちろんのこと 業務に必要な場合は他社製品の技術習得を積極的にサポートしている
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