Colleague Support Engineer , Cairo

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.
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
* Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.
* 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).
* Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications.
* 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 typical desktop applications, (i.e., MS Office, virus scan, Ghost, Altiris etc.)
* 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.
* Working knowledge of Sales related applications (Siebel CRM) is a plus and experience with automation tools
* ITIL foundation certification preferred
EDUCATION
* Minimum ‎3-year degree in Computer Science or related field OR degree from Technical Trade School
* Preferred candidates will have basic industry certifications, COMP TIA or A+
* Preferred candidates will have Microsoft certifications (MCSA, MCSE)
What is the leadership for this role? What is the structure and culture of
the team like?
VMware seeks a motivated professional who possesses an excellent customer
service attitude, a degree of creativeness in troubleshooting and problem
solving, and who is ready to grow their career by being part of the team that
maintains our desktop infrastructure. This includes installing, diagnosing,
repairing, maintaining, and upgrading all PC/server, hardware and equipment to
ensure optimal workstation performance. The successful candidate will learn
how to troubleshoot problem areas (in person, by telephone, or via e-mail) in
a timely and accurate fashion, and provide end-user assistance where required,
working as part of a team. The incumbent must demonstrate a full understanding
of industry practices and VMware policies to ensure flawless support to our
business partners. The successful candidate will have three (‎3) years of
experience independently supporting mid-size corporate locations in a fast
paced, production environment.
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 : Engineering and Technology
Subcategory: Desktop Systems
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: ‎2022-‎09-‎19

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.

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Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is
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