MBCOM Technologies, a VMware by Broadcom representative is a subsidiary of Midis Group and is the sole representative of VMware business across Africa, CIS, Eastern Europe (except Poland, Czech and Slovakia), plus Levant and Middle East (except Bahrain, Kuwait, Oman, Qatar, Saudi Arabia and UAE).
Job Scope
We are looking for Senior and Associate Technical Support Engineer who will be accountable for providing advanced technical support to customers, handling complex issues, and acting as a technical expert.
Main Duties and Responsibilities
- Provide technical support to customers via phone, email, chat, and remote assistance tools.
- Diagnose and troubleshoot technical issues related to VMware vSphere,
- Collaborate with cross-functional teams, including Engineering and Product Management, to resolve complex technical issues.
- Document and track customer interactions and issue resolution using Wolken system.
- Contribute to Broadcom knowledge base articles and create technical documentation to aid in issue resolution and customer education.
- Proactively identify trends and patterns in customer issues and work towards preventing future occurrences.
- Participate in on-call rotations and provide after-hours support as needed.
- Knowledge of the following products is a plus, VMware NSX, and VMware Cloud solutions, ARIA.
Position Requirements
- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
- 3-6 years of relevant previous experience in a technical support role, preferably supporting enterprise software or virtualization technologies.
- Strong understanding of virtualization concepts and technologies, particularly VMware products.
- Hands on experience on VMware vSphere.
- Excellent troubleshooting and problem-solving skills.
- Effective communication skills, both written and verbal.
- Ability to work independently and/or as part of a team in a fast-paced environment.
- Relevant certifications such as VMware Certified Professional (VCP) or VMware Certified Associate (VCA) are a plus.
