דרושים » מחשבים ורשתות » CS Technical Support

As a Virtualization Technical Support Engineer, you will be providing support to commercial customers, in diagnosing, isolating, reproducing, and fixing technical issues in a timely manner.

To be successful in this role, you must be a motivated self-starter and self-learner and possess strong customer service and technical problem-solving skills.

Responsibilities:

Support Service and Resolution: Provide L1 support to Support Commercial tier customers according to VMwares best practices.
Issue Resolution and Troubleshooting: Resolve complex challenges across VMware VCF products mainly vSphere, vSAN, vCenter and additional products as NSX-T, Operations, Operations for logs etc.
Resolve customer issues with installations, configurations, upgrades, and troubleshooting within VMware products, by isolating, verifying, and reproducing issues to deliver precise solutions and robust workarounds.
Keep up to date with virtualization solutions using documentation and lab tests and maintain required certifications.
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
Case Management and Documentation: Document every step and solution with clarity, ensuring streamlined support and smooth transitions to L2 and L3 if needed.
Customer Interaction and Support Coverage: Be the trusted expert for clients, providing direct support and 24x7 coverage for Severity 1 cases across critical platforms, ensuring customers have the confidence of round-the-clock support.

Were looking for a Tech Support Team Leader to join our global Technical Operations department. The team is responsible to provide technical support and service to all of our companys customers and serve as a technical focal point.
This will require working collaboratively with other company engineers, analysts, and cross-functional groups, to make sure production issues are resolved quickly and professionally.
Duties and responsibilities:
Manage a team of technical support engineers.
Establishing work procedures and processes according to department standards.
Manage the flow of day-to-day operations, lead and prioritize workload, handle escalations, etc.
Promote self-service plans to reduce number of cases.
Meet and exceed established support KPIs.
Presenting the team performance reports.
Raise support related concerns, issues and improvement feedback to management.
Maximize team productivity.
Be responsible for new employees on boarding, team training and knowledge management.
Team members performance evaluation.
Keeping high team motivation.

The Global Support Manager will be based at our Israel offices, responsible for leading the entire global support operation. This vital role involves managing operational excellence, optimizing support processes, and driving a customer-first culture to ensure outstanding service delivery. The ideal candidate is a proactive leader, able to engage cross-functional teams, senior management, and customers with clear communication and strategic focus.
Responsibilities:

* Lead and manage the global support operation, overseeing cross-regional teams to ensure efficient and unified service delivery
*  Develop and continuously improve support processes, SLAs, and KPIs aligned with company goals and customer expectations
*  Collaborate closely with Product, DevOps, and Engineering teams to resolve escalations and enhance the customer experience
*  Oversee team performance, provide coaching, and manage recruitment, training, and development to maintain high operational standards
*  Drive customer satisfaction by ensuring fast and effective issue resolution, and proactive communication with key clients
*  Prepare and deliver detailed reports on support metrics and trends to senior leadership
*  Establish and maintain strong relationships with customers, internal stakeholders, and support teams worldwide
*  Manage talent acquisition and onboarding of support personnel to scale global operations

As a specialist, you'll have deep-dive hands-on experience with all matters related to End User Computing technologies. The specialist will lead EUC projects at a variety of organizations while delivering an end to end professional services (planning, installation, configuration, administration, and maintenance). As part of the specialist role, you'll be managing queries and issues escalated from customers.

Responsibilities:

Plan and architect EUC solutions from the infrastructure level to the end-user device level
Integrate best practices, evolving technologies, and EUC platforms such as Terminal, VDI, DAAS workspaces, and overall Enterprise Mobility
Create High & Low-level design documents, including procedures documentation
Installation and configuration of EUC solutions as part of the project scope
Build work plans, setting deadlines for various projects, and lead them to execution
Provide effective technical support and fault resolution with timely feedback to customers, adhering to Service Level Agreements
Provide maintenance activities as part of a scheduled maintenance window during day time and night time if required
Take ownership of patching and upgrade projects for EUC environments in various organizations
Testing new technologies, finding the appropriate use cases with the customer base, and leading POC activities
Keep up to date with EUC solutions using documentation and LAB tests, and maintain required certifications
The role includes executing field activities throughout the country, mainly in Gush Dan