Colleague Support Engineer

4 days ago

مصر, Egypt VMware Full time

**The Elevator Pitch: Why will you enjoy this new opportunity?**

VMware is the global leader in virtualization and cloud infrastructure solutions that enables businesses to thrive in the Cloud Era. Our Global Support organization brings together an extraordinary and diverse group of people that supports over 250,000 companies in 100+ countries.

Out Teams are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Colleague Support Engineer, you are the trusted ally of our customers and the expert they turn to for troubleshooting, diagnosis, and resolution.

**Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?**

During your first year as a Colleague Support Engineer will undergo a substantial skills development training program focused on learning our core products, tools & processes. After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow team members to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with VMware customers and partnering with them to resolve issues.

To be successful in this role, you must be a motivated self-starter and resourceful learner, possess strong customer interaction and problem-solving skills, and be able to prioritize multiple requests and work assignments. If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity

**What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis?**
- Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
- Performance monitoring, troubleshooting, and tuning for all end-user systems
- Build new systems (laptop and desktop)
- Supporting mobile devices: configuration support, synchronization support
- Serve as Tier 2 support to the help desk to resolve desktop system issues as reported by the end-users
- Identify solutions for network security; provide Spyware, Adware and virus protection.
- Ensure adequate customer follow up communications and timely issue status updates to customer and IT management.
- Create a formal mentorship with IT Desktop peer(s) to share lessons learned and IT knowledge
- Network with cross-functional teams to leverage best practices
- Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.
- Systems administration of local server and network infrastructure (File & Print services).
- Knowledge of server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network).
- Knowledge of network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).
- Identify current operational process inefficiencies and provide recommendations for improvement.

Work Experience Requirements
- Minimum 5 years IT experience
- Minimum 5 years of experience supporting Microsoft systems (NT, W2K, XP, Windows 7, Windows 8)
- Must have demonstrated the ability to successfully worked as part of a team.
- Must have experience with implementing and following departmental policies and procedures.
- Must have knowledge of Microsoft desktop operating systems and Apple Mac operating systems
- Must have knowledge of PC hardware architecture
- Must have knowledge of desktop architecture build methodologies
- Must have an understanding of other IT disciplines, (i.e., Telecom, Datacom, Messaging, Server operations, etc.)
- Proven Customer Service skills
- Excellent written and oral communication
- Experience with VMware desktop products (Fusion, Player, Workstation etc.) would be a distinct advantage.
- ITIL foundation certification preferred

EDUCATION
- Minimum 3-year degree in Computer Science or related field OR degree from Technical Trade School

**What is the leadership for this role? What is the structure and culture of the team like?**

**Where is this role located?**

The location of this role is based in our VMware office in Cairo, Egypt. Work will be done from the office some days during the business week but can be performed virtually from anywhere within Egypt.

**What are the benefits and perks of working at VMware?**
- Employee Stock Purchase Plan and a generous pension matching program
- Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
- Generous Time Off Programs
- 40 hours of paid time to volunteer in your community
- Rethink's Neurodiversity program to support parents raising children with learning or behaviour challenges, or

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