Senior Technical Support Engineer Telco Solution Support

Search JobsJob DescriptionSenior Technical Support Engineer (Telco Solution Support)The Elevator Pitch: Why will you enjoy this new opportunity? Do you want to work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success?Are you passionate about learning new technology and solving complex problems for key customers? VMware Telco Solution Support has a Technical Support role for you. You will be working on the latest and top of the line technology suite, becoming an expert in the industry by supporting our most strategic Telecommunication Service Provider customers.  Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.  Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? As a Telco Senior Technical Support Engineer, you will be responsible for supporting one of our most strategic Telecommunication Service Provider customers. Key strengths for this role include expert level technical problem-solving skills, good time management, an ability to build relationships and willingness to work as part of a team. Your focus should be to provide excellent technical support, both reactive and proactive.  We will devise a specific training plan for you to maximize your time and effort. Working with your peers, coaches, and online training programs to skill you up on the Global support processes and products and to understand how the technology works and how our customers are using that technology.   Once achieved, you will support our Telecommunication Service Provider customers on technical issues they encounter and provide proactive technical assistance with support planning, upgrade and maintenanceYou will work to meet aggressive responsiveness and service restoration targets and work alongside your fellow Technical Support Engineers and the Support Services Managers to provide excellent level supportThroughout this time, and your career at VMware, you will develop multiple skill sets through additional trainings, learning tools, research time and dedicated training days. The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?  As a Telco Senior Technical Support Engineer, you will be responsible for resolving complex customer technical issues and supporting the team and the support operation. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.    To be successful in this role, you will: Focus on day-to-day SR resolution and proactively drive progressMeet aggressive responsiveness and service restoration targetsWork in conjunction with PS and NOC VMware support teams as neededLiaise with other Telco Solution Support teams as required to drive issue resolutionDeliver a consistent experience with high quality and effectiveness with minimal managerial oversightBe capable of researching and documenting newly discovered issuesFoster an enhanced relationship with VMware Engineering, Core R&D, and the Field Account teams specific to our Telco customer.Work with the Support Account Manager for your customer to ensure that the customer gets the highest level of support and communication from VMwareProvide formal root cause analysis on critical customer situationsManage account document repository ensuring accuracy and completenessProactive Service and Relationship DevelopmentProvide proactive technical assistance with support planning, upgrade and maintenanceReview customers change management process / documents for gaps against known best practices and working with wider VMware support teams to help executeWhat is the leadership like for this role? What is the structure and culture of the team like?The hiring manager for this role is Michael O’Sullivan, Technical Support Manager, Telco Solution Support. Michael’s management philosophy is based on trust and providing the space to everyone on the team to do what they are best at and not feel like he is looking over their shoulder. Michael looks for people who can work independently but also values being part of a team..The Telco Solution Support team in EMEA is made up of 10 Staff and Senior Engineers supporting VMware’s Telco Solutions which are comprised of a wide range of VMware’s product range.  The team have a close partnership with Professional Services and Account teams. Our hours are EMEA business hours, 8.30am – 5.00pmWhere is this role located?The location of this role can be flexible within Ireland Work will be done from an office some days during a week and other days from a non-VMware building.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. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu in the top right corner.             www.benefits.vmware.comVMware 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. ​Search Jobs