Platform Engineer (L1 / L2 / Senior PE)
- القاهرة
- دائم
- دوام كامل
- Respond to customer support requests and inquiries via phone, email, and/or ticketing systems.
- Provide remote troubleshooting and hands-on support for VMware products such as vSphere, vCenter, ESXi, and more.
- Collect and analyse relevant logs to identify the cause of the issues and provide root cause analysis when possible.
- Investigate, analyse, and resolve complex technical issues.
- Maintain detailed documentation and linking all technical learnings to existing solutions.
- Cooperate effectively with TSEs with other teams & backline team, to reach fast resolution for complex cases.
- Mentor, coach and assist support team members. For PE (2 )
- Conduct technical and knowledge sharing sessions for team members. For Senior PE
- Fluent written and verbal communication skills in English.
- 0-2 years of experience as a Customer Support or relevant position. ( PE1
- 2-5 years of experience as a Technical Support or relevant position. ( PE 2)
- 6-10 years of experience as a Technical Support or relevant position. ( Senior PE )
- Excellent problem-solving and analytical skills to quickly identify and resolve complex problem.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- Ability to Collaborate and work as a team player.
- Willingness to work flexible shifts.
- Good customer advocacy and relationship building skills.
- Solid knowledge with the following topics:
- Storage concepts & protocols (iSCSI, NFS, FC, and vvol).
- Ability to perform troubleshooting for network connectivity and performance issues.
- Linux OS Administration.
- Windows OS Administration.
- VMware virtualization vSphere.
- Familiarity with One or More VMware Products: vSAN, vCD, and vRops.
- Certifications such as VCP, VCIX, or VCAP are preferred.