Responsibilities
- Occasional after hours, weekends and holidays support for urgent customer issues.
- Must have excellent customer focus and communication, friendly interaction and passion to help customers with their software issues.
- Ability to troubleshoot customer issues in an environment where online and remotely connected to the customer’s systems.
- Work as part of a global team ensuring effective collaboration to help resolve customer issues in a 24x7 follow the sun support model.
- Drive customer satisfaction by tracking issues from start to closure, minimizing aging cases.
- Provide when requested root cause analysis for technical issues.
- Assist with creating and maintaining relevant knowledge articles.
- Work with other internal stakeholders as needed to enhance the overall customer experience.
- Promote best practise and new methodologies
Requirements
- Minimum 5 years’ experience across VMware core technologies at a senior support level.
- Experience in handling critical customer situations.
- Knowledge of NSX-T Architecture: Understanding Managers, Controllers, Transport Nodes, Edge Nodes, TEPs.
- Understanding of Logical Switching & Routing: Segment creation and management, Tier-0 and Tier-1 gateway design
- Understanding of Distributed Firewall (DFW) and Gateway Firewall (GFW): Micro-segmentation, Rule creation and optimization and Grouping objects and policies
- Understanding of Edge Services: Load balancer configuration, NAT and VPN.
- Knowledge of VMware vSphere is mandatory.
- Hand-on experience on vCenter, ESXi, VM networking and vDS (vSphere Distributed Switch).
- Knowledge of Rest API, Curl and Postman is mandatory.
- Understanding of the HTTP response code, able to craft Rest API call (GET, POST, PUT and DELETE).
- Knowledge of Certificates is needed.
- Understand the concept of Self-signed, CA certificates.
- Proficiency on Linux/UNIX is mandatory.
- Able to navigate the directories and filing system, to use shell commands in a troubleshooting environment.
- Proficiency in Networking is mandatory.
- In-depth understanding of L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management, fire walling, load balancers, Security trust zones, Management Networks, VPN and network design
- Proficiency in Packet Capture/Wireshark is mandatory.
- Able to navigate through the complexity of the network virtualization.
- Familiarity with systems management concepts, processes and standards (e. g. SNMP); capacity/performance management and tuning; and storage and network management.
- Certifications required: Linux: LPIC-1, LPIC-2. Networking: CCNA, CCNP is a plus, VMware: VCP, VCP-NV, VCAP-NV is a plus
Additional Information
- Occasional after hours, weekends and holidays support for urgent customer issues.
- Must have excellent customer focus and communication, friendly interaction and passion to help customers with their software issues.
