Technical Support Specialist Level 2 - VMware by Broadcom

• Provide troubleshooting support to VMware customers via phone, email, and Remote sessions
• Replicate customer configurations as required to troubleshoot complex errors
• Undertake to develop and maintain technical skills in selected products
• Undertake training to achieve and maintain accreditation in selected products
• Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations, and resolve faults
• Completely and accurately document all work activity in the customer support tracking system
• Expanding knowledge to other products in addition to vSphere, such as vSAN, NSX, and VMware Cloud Director
• Assisting Level 1 engineers with technical guidance and troubleshooting techniques
• Demonstrate superb customer service skills
• Embrace the team’s culture of knowledge sharing by documenting and linking all technical learnings
• Work collaboratively with Escalation Engineers and colleagues

• Excellent English language skills both written and verbal
• 2-3 years of experience working in IT customer support or similar roles
• Good interpersonal communication and customer service skills
• Strong aptitude for learning new technologies
• Team player
• Flexibility to adapt to changing demands
• A thorough understanding of common networking protocols
• Good understanding of vSphere, storage, networking, and troubleshooting techniques
• Understanding of how virtual machines are created, cloned, and managed
• Understanding of CPU, RAM, Disk, and Storage types (NAS, SAN, RAID, SSD, HDD)
• Ability to analyze logs, identify patterns and resolve complex cases
• Willingness to work outside of normal business hours
• Previous experience in busy technical support departments

Foreign language skills (German, French, or Spanish)