CCNA Certified Network Engineer

Job Description

TECHNICAL SUPPORT ENGINEER – VMWARE (L1/L2)

Professional Summary

Dedicated Technical Support Professional with experience in providing technical assistance, troubleshooting, and customer support in voice-based environments. Skilled in diagnosing hardware, software, network, and virtualization-related issues while delivering excellent customer service. Strong understanding of VMware technologies, networking concepts, and IT infrastructure with the ability to resolve customer issues efficiently.

Key Responsibilities

Provide Level 1 and Level 2 technical support for VMware-related products and services.
Handle inbound and outbound customer calls in a US voice support environment.
Diagnose, troubleshoot, and resolve technical issues related to virtualization, operating systems, networking, and end-user environments.
Analyze customer-reported issues and provide timely resolutions while meeting service level agreements (SLAs).
Escalate complex issues to higher-level support teams when necessary.
Document customer interactions, troubleshooting steps, and resolutions accurately in ticketing systems.
Monitor incident queues and ensure timely follow-up on open tickets.
Collaborate with cross-functional teams to resolve customer concerns and improve service quality.
Maintain knowledge of VMware products, networking technologies, and industry best practices.
Ensure high customer satisfaction through professional communication and effective problem resolution.

Technical Skills

VMware Administration & Support
Virtualization Technologies
Technical Troubleshooting
Incident Management
IT Infrastructure Support
Windows Operating Systems
Networking Fundamentals
Remote Desktop Support
Voice Process Support
Customer Service & Communication

Certifications

CCNA (Mandatory)

Core Competencies

Technical Problem Solving
Customer Relationship Management
Verbal & Written Communication
Analytical Thinking
Team Collaboration
Time Management
Documentation & Reporting
Escalation Management

Job Requirements

Any Graduate (Computer Science preferred)
CCNA Certification Mandatory
Minimum 1 year of Technical Support experience
Excellent English communication skills
Willingness to work in US Shifts
Immediate Joiners Preferred

Contact: Santoshi – 9176198282
Role: VMware Technical Support (L1/L2)
Shift: US Shift