דרושים » מחשבים ורשתות » End-User Computing Specialist

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.

We are looking for a Technical Support - Tier 1.
About the Role:
You will work with amazing people who work together to improve the cybersecurity field, you will work closely with many cybersecurity specialists and will get to know the penetration testing world from the inside.
Since our Tier 1 works in shifts, some of the work will be done from our offices and some from home.
Roles & Responsibilities:
Handling issues through our ticket lifecycle which includes acknowledging receiving the ticket, triage/troubleshooting, resolving the issue, and communicating to the client.
Provide end-user support using Salesforce, make sure to follow Support procedures and best practices using the right macros, triggers and automation tools and maintain internal and external documentation.
Contribute to our growing knowledge base of articles.
Act as a liaison person between several internal departments and end-users.
When a major issue occurs, act as the point of contact in creating status reports and analysis to high level managers.

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.