Colleague Support Engineer

Job Description

This position is for a Colleague Support Engineer for the SEMEA organization based in Barcelona, Spain. You should be an IT professional who possesses an excellent customer service attitude and creativeness in fixing / problem solving. A person who is ready to grow their career by being part of the VMware Colleague Experience and Technology team. The role includes installing, diagnosing, repairing, maintaining and upgrading all hardware/software across a mixed environment of largely Windows/Mac OS. He/she will know how to troubleshoot problem areas in person, via telephone or any other communication method in a timely and accurate fashion to provide colleague assistance where required and working strongly as part of a team. The individual must demonstrate both a technical and people/customer orientated approach to ensure both dedicated and reactive support to our business partners and colleagues. The candidate will have 5+ years of experience independently supporting large size corporate locations in a dynamic and productive environment.

Desired Knowledge and Abilities

Education/Certification

• Minimum 5+ years IT experience
• Demonstrate the ability to successfully and strongly work as part of a team
• 5+ years in supporting and working with Windows and Apple Mac
• Working with laptop and desktop hardware
• Working with desktop applications including Microsoft Office, VPN’s and virus scanning
• Working with desktop imaging software and deployment.
• Familiarity with desktop architecture and build methodologies
• Familiarity with other IT disciplines such as telecoms, data management, messaging, server operations etc.
• Proven customer service skills
• Excellent written and oral interpersonal skills
• Experience with VMware End User Computing products such as AirWatch, Workspace One, Horizon View etc.
• ITIL Foundation certification

Major Responsibilities and Duties

• Provide ongoing operational support including operating system releases, upgrades and service pack installations, bug fixes, security updates and any system change activities
• Build new systems across laptop and desktop and new hire deployment.
• Setup, configure and support mobile devices such as iPads, iPhones, Android devices etc. and manage and deploy VMware AirWatch Mobile Device Management
• Provide tier 2 support to the Help Desk to resolve desktop system issues as reported by our colleagues
• Troubleshoot problem areas in person, via telephone or other communication methods in a timely and accurate fashion and provide colleague assistance and advice where required
• Determine solutions for network security, provision of anti Spyware/Adware and virus protection
• Ensure excellent customer follow up communications and timely issue status updates to colleagues and IT management
• Build a formal mentorship with IT End User Services peers to share lessons learnt and IT knowledge transfer
• Network with multi-functional and wider IT teams to demonstrate best practices and identify resolutions to issues and solutions
• Assist our colleagues with identifying and specifying hardware and software needs to address their business requirements aligning with our corporate standards where possible
• Familiar with server hardware, software installation and maintenance in co-ordination with corporate IT standards for example SAN/NAS storage and network architecture
• Builds and updates documentation such as FAQ’s, user guides, standard operating procedures, knowledge base for supported IT services and applications
• Identifies current operational process inefficiencies and provides recommendations for improvement
• Order, track and maintain hardware asset stock and inventory
• Regular travel to VMware office/s in other locations in Spain (i.e. Madrid)

Develop and sustain colleague relationships:

• Build positive relationships with local business units and VMware leaders.
• Identify, measure, analyse, and communicate service performance

Administrative:

• Adhere to established company policies, procedures and processes

Relations with other positions

• Report directly to Manager, C olleague Experience and Technology, Central and Southern EMEA
• Cooperate with team-members from other functions and teams on the assigned project

Performance Evaluation

• Standard evaluation of performance will take place regularly throughout the year. The direct manager is responsible for giving regular feedback during the period.

Soft skills and Competencies Required

• Ability to communicate effectively; interpret policy, procedures and data; maintain emotional control under stress
• Ability to estimate, prioritize and organize tasks effectively
• Ability to make decisions assessing all relevant factors
• Constant demonstration of proactive attitude
• Identify and immediately escalate problems; suggest problem resolution
• Ability and willingness to learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology
• Emphasize on results and is goal oriented
• Ability to handle project requirements appropriately
• Responsive to the demands of employees and supervisors; open to feedback
• Adhere to the business ethics and the established internal rules
• Reliable

Confidential Information

• Keeps Company and customer information confidential

VMware Company Overview: 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. Shape what’s possible today at http://careers.vmware.com.
Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.