דרושים » תוכנה » Tech Support Team Leader

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.

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

We are interested in welcoming a Solution Engineer to join our diligent team accepting full ownership of technical customer-facing activities such as product deployment, training, and customer support.
The right candidate should have various technical capabilities and customer-centric approach.