General Information

Req #
WD00011843
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Thursday, September 23, 2021
Working time:
Full-time

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

As a VMware Technical Support Engineer, you will be providing support to enterprise customers, using VMware products, in isolating, diagnosing, 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, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

• Resolve customer’s issues and escalations via the telephone, email, chat, or remote sessions 

• Reproducing issues in-house and responding in a timely manner.

• Regular follow-ups with customers with recommendations, updates, and action plans. 

• Escalate issues in a timely manner according to Standard Operating Procedures. 

• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues. 

• Create new knowledge base articles to capture new learning’s for reuse throughout the global organization. 

• Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies. 

• Focus on an area of technical specialization and attend technical training. 

• Read and work with other Technical Support Engineers on cases that will help cultivate that expertise. 

• Experience leading and mentoring a small group of junior VMware engineers

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.