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Colleague Support Engineer

Experience: 0 - 2 Years

Qualification: Bachelor’s/ Master's Degree

Job Location: Bangalore

Updated On: 7/2/2020

Last Date: 8/31/2020

VMware Company Overview: 

At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community.

Job Description

The Elevator Pitch: Why will you enjoy this new opportunity?

When you start working for VMware in Colleague Experience and Technology team, you will see for yourself that we are passionate learners and creative thinkers, excited about technology, and the impact we can make not only in IT but within everything IT touches. On our team, you will find a foundation to share new ideas, create new solutions, and solve new challenges. Most importantly, you will be working in a leading-edge environment that encourages you to learn, grow, and take risks.

What is the primary need, technical challenge, and/or problem, you will be responsible for?

Traditional desktop support is one firefight after another, where at VMware, we are redefining this reactive response and morphing into a proactive engagement model that prevents these fires from ever starting. As part of this transformation, you will work on some of our toughest technology challenges, partner with some of the industries brightest minds and get hands-on with new and emerging technologies. Many of these solutions will involve developing new automation scripts, programs, and processes. At VMware, our goal isn't just fixing problems, we endeavour to find new and better ways of enabling our Colleague to do their best work.

Success in the Role: What are the performance goals over the first 6 months you will work toward completing?

Within 30 days you will support 90% of process issues without direct team involvement at a 95% positive satisfaction rate. As you approach 60 days, you will have the insight to name 2 team improvement areas (process, tools, systems, automation opportunities) and present ideas for making those improvements. At 90 days be able to work autonomously on more advanced break/fix issues. Within 180 days take ownership of an internal team project to drive that project to completion.

Some project examples are:

  • Develop a survey and work with various R&D focus to understand their challenges and present ideas to senior leadership for adding value to their organizations.
  • Partner with other teams to co-develop and test a Linux management solution. This could involve automation, scripting, image creation etc.
  • What type of work will you be doing? What assignments, requirements, or skills will you be performing regularly?

Initially, you will spend time learning our internal processes and tools and then use your skills to discover the cause of reported Mac, PC, Linux, iOS, Android and Audio Visual issues and problems. This may involve solving individual issues in the short term while looking for opportunities to give automated fixes and solutions to ongoing and large-scale issues. This work requires frequent and consistent collaboration with other teams and individuals over email, chat and video calls.

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