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Technical Support Engineer 2

Cork, Ireland

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Job ID R1906411 Date posted May. 21, 2019

VMware International Limited

VMware is the leader in cloud infrastructure, business mobility and virtualization software. A pioneer in the use of virtualization and policy-driven automation technologies, VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.

With 2014 revenues of $6.04 billion, VMware has more than 500,000 customers, 75,000 partners, and 18,000+ employees in 120+ locations around the world. At the core of what we do are our employees who deeply value execution, passion, integrity, customers, and community. Want to be part of a compassionate community that thrives on architecting what's next in IT? Learn more at

About the Global Support Services Team

The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure.

What’s in it for you?
Ø The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration
Ø The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start up

We are guided in our efforts by a strong set of corporate values:
Ø Excellence and innovation
Ø Straightforwardness and open communications
Ø A sense of fun and an appreciation of a balanced life
Ø Delivery on our promises to our partners, our customers, and ourselves
Ø A passion for what we do and the value we deliver

Job Description

As our Associate Technical Support Engineer level 2 within VMware, you will provide technical support to customers who are working to implement VMware products and solve other related issues.

Ø Respond to customer inquiries, primarily by telephone and e-mail
Ø Resolve customer technical issues through diligent research, reproduction, and troubleshooting
Ø Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
Ø Document all technical inquiries gather logs and obtain a clear problem description

Ø Use knowledgebase’s to resolve customer issues

Ø Can work independently with limited direction/supervision

Ø Competent with customer handling

Ø Appetite for broadening knowledge

Ø 2 years depending on education and relevant related experience

Ø Basic understanding of TCP/IP networking stack an advantage
Ø Experience in an enterprise LAN/WAN environment an advantage
Ø Experience with Windows and Linux OS systems
Ø Excellent interpersonal skills
Ø Strong in spoken and written English

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