Technical Support Engineer, Level 1 , Cairo

Technical Support Engineer Level ‎1
Location: Cairo Egypt
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.
Our people are at the core of everything we do. We deeply value execution,
passion, integrity, customers, and community. Do you crave a work environment
of energy, innovation, and collaboration? Then come be part of our team. Work
Here. Transform Everywhere. Visit: http://careers.vmware.com.
Technical Support Engineers (TSEs) 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 Technical Support Engineer, you
are the trusted ally of our customers and the expert they turn to for
troubleshooting, diagnosis, and resolution. Our Technical Support Engineers
are the "face" of VMware to IT professionals world-wide.
When you join our team as a Technical Support Engineer, you will learn and
support our latest technology, receive mentoring from managers and become a
valued member of our team. TSE's who deliver outstanding customer satisfaction
are well-positioned for future career growth opportunities across various
disciplines.
Success in the Role: What are the performance outcomes over the first ‎6
months you will work toward completing?
A first-year TSE 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 TSEs 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 with VMware Global Support.
What type of work will you be doing? What assignments, requirements or
skills will you be performing on a regular basis?
Our Technical Support Engineers are trusted advisors and experts that VMware
customers seek out when they have a question or issue. The responsibilities
for this role include:
* Engaging with VMware customers via chat, email, and phone
* Troubleshooting with customers and/or reproducing issues in a lab environment
* Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it
* Partnering with internal stakeholders like engineering, field teams and other technical experts
* Collaborating with experienced engineers to troubleshoot complex environments, review logs and communicate detailed action plans
* Researching issues via our internal knowledge base
* Creating and updating knowledge base articles, as required
* Completing various training programs designed to further enhance your skills
What is the leadership for this role? What is the structure and culture of
the team like?
This position reports to a Technical Support Manager based in our Cairo, Egypt
office but you will collaborate with teams from across the globe. Your leader
will provide guidance and coaching to help you achieve your maximum potential.
We value fresh ideas, innovative thinking, and constructive feedback. Team
members are encouraged to challenge the status quo and invent better ways of
delivering support. Our culture is one of possibility. Everyone is empowered
to develop new ways to achieve success.
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?
You and your loved ones will be supported with a competitive and comprehensive
benefits package. Below are some highlights. You can view the complete
benefits package by visiting: www.benefits.vmware.com
* 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 developmental disabilities
* Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
* Wellness reimbursement and online fitness & well-being classes

Category : Client Support
Subcategory: Technical Support
Experience: Entry Level
Full Time/ Part Time: Full Time
Posted Date: ‎2022-‎06-‎22
Global Services: The VMware Global Support Services (GSS) team supports over
‎250,000 companies running VMware in over ‎100 different countries. The GSS team
supports the entire suite of VMware products for global customers and
partners. GSS team members also participate in product delivery strategy,
product documentation, discussion forums with customers, and expert documents
publishing. 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 business-critical applications in a
virtual infrastructure. What's in it for you? 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 startup We are guided in our
efforts by a strong set of corporate values: Excellence and innovation
Straightforwardness and open communications A sense of fun and an appreciation
of a balanced life Delivery on our promises to our partners, our customers,
and ourselves A passion for what we do and the value we deliver

VMware Company Overview: At VMware, we believe that software has the power to
unlock new opportunities for people and our planet. We look beyond the
barriers of compromise to engineer new ways to make technologies work together
seamlessly. Our cloud, mobility, and security software form a flexible,
consistent digital foundation for securely delivering the apps, services and
experiences that are transforming business innovation around the globe. At the
core of what we do are our people who deeply value execution, passion,
integrity, customers, and community. Shape what's possible today at
http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity
Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is
committed to the principle of equal employment opportunity for all employees
and to providing employees with a work environment free of discrimination and
harassment. All employment decisions at VMware are based on business needs,
job requirements and individual qualifications, without regard to race, color,
religion or belief, national, social or ethnic origin, sex (including
pregnancy), age, physical, mental or sensory disability, HIV Status, sexual
orientation, gender identity and/or expression, marital, civil union or
domestic partnership status, past or present military service, family medical
history or genetic information, family or parental status, or any other status
protected by the laws or regulations in the locations where we operate. VMware
will not tolerate discrimination or harassment based on any of these
characteristics. VMware encourages applicants of all ages. Vmware will provide
reasonable accommodation to employees who have protected disabilities
consistent with local law.