Detailed Job Description
As an Air Watch Technical Support Engineer you will be providing support to VMware customers, using Air Watch solutions, 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.
Essential Functions:
• Resolve customer’s issues via the telephone, email or Webex session
• Reproducing issues in-house and responding back 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 knowledgebase articles to capture new learning’s for reuse throughout the 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 trainings
• Read and work with other Technical Support Engineers on cases which will help cultivate that expertise
Requirements:
• Windows Active Directory and Certificate Management
• Excellent verbal and written communication skills; is able to explain technical topics in simple terms; is able to think quickly and react to client-impacting situations
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations
• Strong understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows and Android)
• Understanding of mobile device communication and web application structure
• Knowledge of current mobile device trends
• Understanding of Mail clients, share point, proxy servers
• Overall Work experience of 1 to 4 Years in Technical domain
• Willingness to work in a 24/7 shift environment
Desirable:
Basic understanding of some of the following technologies:
• MS-SQL, Mail Server – Added Advantage
• Wireless hardware, networks and respective components
• Client Server architecture
• Experience with server configuration a plus: Windows Server 2008 / 2003, Linux Forms (Ubuntu, Fedora, Red Hat, OpenSuse), Web server platforms (IIS, Apache)
• Exchange 2010/2013/O365 or Google apps for business
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
Logical approach to problem solving

Educational Qualification:
• Bachelor’s Degree / Diploma in Engineering / Computer Science
• Experience in providing voice based Technical Support is a key requirement.
• Experience of working with global customers is an asset
Disability Accommodations


Other Skills
Any,


Keywords
MS-SQL, Mail Server ,


Interview Information
Job Location : Bangalore
Interview Location : Bangalore