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Endpoint Support Engineer

Chennai, India

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Job ID R1908278 Date posted Jul. 15, 2019

Position:  Colleague Support Engineer II


Description:

VMware seeks a motivated Desktop Engineer, based in Chennai, who possesses an excellent customer service attitude, a great deal of creativeness in troubleshooting and problem solving, and who is ready to help maintain our desktop infrastructure.  This includes installing, diagnosing, repairing, maintaining, and upgrading all PC/Tower Server, hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

Job Functions:

  • Pick support tickets through Vmware IT ticketing tool within defined SLA to provide technical resolution
  • EPS Engineer is responsible for delivering Keep The Light On (KTLO) tasks and Project related initiatives
  • Provide Level 1/2 support to VMware employee related End User Services (EUS) technologies as applicable (Endpoint, Unified Collaboration and Client Engineering)
  • Build, Install and configure  end user hardware for New Hires and hardware refresh
  • Provide support related to Windows, MAC and Linux  OS issues encountered on end users primary and secondary hardware
  • Provide on-going operational support for OS releases and upgrades, service pack installations, bug fixes, mandatory system security patching and updates
  • Performance monitoring, tuning for all end-user systems using SCCM and Airwatch
  • Supporting Handheld devices on different mobility platforms – IOS, Android and Windows
  • Serve as escalation support to help desk organization to resolve EUS issues as reported by the end-users
  • EPS Engineer is expected to troubleshoot problem areas in person, via phone and remote assistance tool (Bomgar, Remote Assistance, RDP, Telnet and SSH).
  • Identify threats and risks on end-user hardware using security applications and ensure network security against Spyware, Adware and, Virus and Trojans.
  • Responsible for maintaining end-user hardware as per IT Security and Compliance
  • Proactively maintain Asset and Store inventory management
  • Engage with peers from other technology support groups to deliver required solutions
  • Work closely with EPS Leads to ensure SLAs are maintained across team
  • Mentor engineers at P1 and P2 level on technical issues
  • Be active participants for all EUS Projects and deliveries
  • Engage in creating KB articles and Tech-Talks
  • Engineer will be completely responsible of the IT related issues in the site.
  • Basics of network and telecom to be able to support respective team when they need help remotely.  

Qualifications:

  • Minimum 4 years IT experience
  • Minimum 4 years’ experience supporting Microsoft technologies
  • Must have knowledge of OS Platforms – Windows, MAC and Linux
  • Must have knowledge of PC hardware architecture and latest technologies
  • Must have knowledge of enterprise EUS applications, ( MS Office 2016, O365, VPN ,EPO and Patch management application)
  • Must have knowledge of hardware encryption and backup solutions for end-users
  • Must have good understanding of other IT disciplines, (Telecom, Messaging, Collaborations tools – Share point, One Drive, S4B, SCCM, Airwatch MDM and Laptop management)
  • Experience with VMW's virtualization products VSphere, Horizon View, Workspace One, Fusion/Workstation is a big plus
  • Proven Customer Service skills and excellent interpersonal skills
  • Excellent written and oral communication  

Education:

  • Minimum 3-year Degree/Diploma in Computer Science or related field
  • ITIL Foundation V3
  • Preferred candidates will have Microsoft certifications (MCSA, MCSE)

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