Technical Support Engineer – New Graduate Location: Ballincollig, Cork, Ireland Start Date: July 2022 *Applicants need to have graduated within 12 months of start date The Elevator Pitch: Why will you enjoy this new opportunity? VMware is the global leader in virtualization and cloud infrastructure solutions that enable businesses to thrive in the Cloud Era. Our Global Support organization brings together an extraordinary and diverse group of people that supports over 250,000 companies in 100+ countries. Our people are at the core of everything we do. We deeply value execution, passion, integrity, customers, and community. Do you crave a work environment of energy, innovation, and collaboration? Then come be part of our team. Work Here. Transform Everywhere. Visit: http://careers.vmware.com. Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Technical Support Engineer, you are the trusted ally of our customers and the expert they turn to for troubleshooting, diagnosis, and resolution. Our Technical Support Engineers are the “face” of VMware to IT professionals world-wide. When you join our New Graduate program as a Technical Support Engineer, you will learn and support our latest technology, receive mentoring from former graduates and become eligible for performance bonuses. TSE’s who deliver outstanding customer satisfaction are well-positioned for future career growth opportunities across various disciplines. Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing? A first-year TSE will undergo a substantial skills development training program focused on learning our core products, tools & processes. After an 8-week onboarding program that includes technical and soft-skills training, you will shadow and collaborate with fellow TSEs to learn the skills and habits necessary to deliver unparalleled customer experiences. Within 12 weeks, you will begin engaging directly with VMware customers and partnering with them to resolve issues. To be successful in this role, you must be a motivated self-starter and resourceful learner, possess strong customer interaction and problem-solving skills, and be able to prioritize multiple requests and work assignments. If you are someone who embraces new technology, enjoys continuous learning, and desires a collaborative work environment, we encourage you to explore this opportunity with VMware Global Support. What type of work will you be doing? What assignments, requirements or skills will you be performing on a regular basis? Our Technical Support Engineers are trusted advisors and experts that VMware customers seek out when they have a question or issue. The responsibilities for this role include: Engaging with VMware customers via chat, email, and phone Troubleshooting with customers and/or reproducing issues in a lab environment Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it Partnering with internal stakeholders like engineering, field teams and other technical experts Collaborating with experienced engineers to troubleshoot complex environments, review logs and communicate detailed action plans Researching issues via our internal knowledge base Creating and updating knowledge base articles, as required Completing various training programs designed to further enhance your skills What is the leadership for this role? What is the structure and culture of the team like? This position reports to a Technical Support Manager based in our Ballincollig, Cork office but you will collaborate with teams from across the globe. Your leader will provide guidance and coaching to help you achieve your maximum potential. We value fresh ideas, innovative thinking, and constructive feedback. Team members are encouraged to challenge the status quo and invent better ways of delivering support. Our culture is one of possibility. Everyone is empowered to develop new ways to achieve success. Where is this role located? The location of this role is based in our VMware office in Ballincollig, Cork. Work will be done from the office some days during the business week but can be performed virtually from anywhere within Ireland. What are the benefits and perks of working at VMware? You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights. You can view the complete benefits package by visiting: www.benefits.vmware.com Employee Stock Purchase Plan and a generous pension matching program Medical Coverage, Retirement, and Parental Leave Plans for All Family Types Generous Time Off Programs 40 hours of paid time to volunteer in your community Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities Financial contributions to your ongoing development (conference participation, trainings, course work, etc.) Wellness reimbursement and online fitness & well-being classes Category : Client Support Subcategory: Technical Support Experience: New Graduate Full Time/ Part Time: Full Time Posted Date: 2021-09-15 VMware Company Overview: At 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.