Technical Support VMWare

Position:
Technical Support VMWare

Job Description:

At Arrow ECS we are at the forefront of new technology, providing businesses with technical expertise. As a company we sell and maintain customer's datacenter, network and cybersecurity solutions, in the cloud or on premise. Our customers can range from small businesses to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is fast, reliable, secure and most importantly works well for their needs.

Few Words About the Team:

Currently we are hiring a team of 40+ engineers (in Cairo Egypt). Together with the team, you will report to a manager who will be based in Cairo. The entire EMEA Support Team at Arrow ECS consists of 100+ engineers.

• Provide 1st & 2nd line technical support via email/telephone to our global customers, using initiative to help customers as much as possible. A percentage of calls will be of a complex technical nature.
• Resolve escalated support incidents from our customers and partners.
• Replicate customer configurations as required to troubleshoot complex errors.
• Progress simultaneous high-profile/high-priority issues.
• 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.
• Demonstrate superb customer service skills, being sensitive to customer concerns whilst managing the interaction in a confident manner.

• Excellent English language skills both written and verbal.
• Previous experience in technical support.
• A thorough understanding of VMware VCF, vSphere/vSphere+, Cloud Health, Aria, and Skyline.
• Understanding of VMware Security and Networking portfolio, NSX Load Balancer, vSAN, and Tanzu.
• Excellent communication interpersonal and communication skills: face-to-face, telephone and written.
• Excellent customer service skills & strongly motivated to help customers.
• The ability to acquire skills and develop quickly is essential.
• Team player, able to solve problems and work effectively both within a team and individually as necessary.
• Flexibility to adapt to changing demands in a technical direct customer-facing role.
• Foreign languages skills (German, French or Spanish) - nice to have.
• Willingness to work outside of normal business hours.