Support Engineer Job in Vmware

Traditional desktop support is one firefight after another, where at VMware, we are redefining this reactive response and morphing into a proactive engagement model that prevents these fires from ever starting. As part of this transformation, you will work on some of our toughest technology challenges, partner with some of the industries brightest minds and get hands-on with new and emerging technologies. Many of these solutions will involve developing new automation scripts, programs, and processes. At VMware, our goal isn't just fixing problems, we endeavor to find new and better ways of enabling our Colleague to do their best work.

Within 30 days you will support 90% of process issues without direct team involvement at a 95% positive satisfaction rate. As you approach 60 days, you will have the insight to name 2 team improvement areas (process, tools, systems, automation opportunities) and present ideas for making those improvements. At 90 days be able to work autonomously on more advanced break/fix issues. Within 180 days take ownership of an internal team project to drive that project to completion.

Some project examples are:

• Develop a survey and work with various R&D teams to understand their IT challenges and present ideas to senior leadership for adding value to their organizations.
• Partner with other teams to co-develop and test a Linux management solution. This could involve automation, scripting, image creation etc.

What type of work will you be doing? What assignments, requirements, or skills will you be performing regularly?

Initially, you will spend time learning our internal processes and tools and then use your skills to discover the cause of reported Mac majorly, Windows, Linux, iOS, Android, Hardware troubleshooting, basic of networking, vendor management and Audio-Visual issues for internal colleagues. Sometimes you will have to support the colleagues remotely since colleagues will be in different offices where our presence is not there. This may involve solving individual issues in the short term while looking for opportunities to give automated fixes and solutions to ongoing and large-scale issues. This work requires frequent and consistent collaboration with other teams and individuals.

What is the leadership team like for this role? What are the structure and culture of the team?

The hiring manager for this role is Vishwanath Sangankal, Manager, Colleague Support. He built his expertise from working the front lines with roles involving Managing multiple offices, ticket routing, Desktop support for R&D and corporate staff, executive support, project management, Remote manage and support colleagues where we do not have our presence.

Vishwa s management philosophy is to lead by example by empowering and coaching those he leads. Vishwa looks for people who can individual who can take risk in handling new problems, be creative in solving the problems. Take ownership of work given, not dependent on others to guide them. Active team participant and work together with team members to achieve team goals.

The India team is a group of 40 core members and part of the larger Colleague Experience and Technology group. The team works on-site in India and you will be required to work primarily during daytime Mon-Fri, however, you should be flexible to meet the business requirement for support during odd hours and weekends, as and when the need be.