Date: Nov 13, 2024
Location:
EG
Company: Midis Group
Vendor: MBCOM Technologies - Broadcom Representative
Req ID: 603
Job Title
Senior Technical Support Engineer
Job Scope
The Senior Technical Support Engineer is accountable for providing advanced technical support to customers, handling complex issues, and acting as a technical expert
Main Duties And Responsibilities
- Attend to technical issues raised by partners and end users in a timely and efficient manner while ensuring proper prioritization of incoming cases;
- Support the team with specifications and expert-level guidance on technical details, troubleshooting, and problem resolution for VMware products;
- Serve as a key point of contact for escalated support cases, provide in-depth root cause analysis of reported technical issues and recommend remedial actions accordingly;
- Establish and maintain strong relationships with customers via phone, email, and other communication channels;
- Collaborate with cross-functional teams, including engineering and product management, to address escalated issues;
- Create and maintain technical documentation, including knowledge base articles, best practices, and technical white papers;
- Mentor and train junior Technical Support Engineers;
- Adhere to company policy and regulations and code of conduct.
Position Requirements
- Deep knowledge of VMware products (e.g., vSphere, NSX, vSAN) and experience in troubleshooting and resolving complex technical issues.
- Hands on experience on VMware vSphere.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
- A strong customer-oriented mindset with a focus on delivering high-quality support services.
- Ability to work effectively as part of a team and mentor junior team members.
- Relevant certifications such as VMware Certified Professional (VCP) or VMware Certified Associate (VCA) are a plus.
Education
Bachelor's degree in Computer Science or any other related field
Experience
At least 5 years of relevant experience
