Technical Support Analyst- Level 3 (VMWare)

What you’ll be doing:

• Assisting sales account managers to provide presales expertise on delivering the desired solution for the customer.

• Design and deliver support and service solutions for managed services customers in line with industry best practice to deliver continual service improvement over the whole service lifecycle.

• Be responsible for providing technical project management services.

• Work closely with the EOC Engagement Managers to ensure new customers are migrated with seamless handover / transition into the managed service environment.

• Implementing new and refreshed managed service solutions for hosted customer environments.

• Dynamically monitor, manage, and improve managed service environments. Identifying and resolving root cause of issues and ensuring continual service availability.

• Strive for continual service improvement based on a desire to become a world class managed service provider.

• Contribute proactively to new service development.

• Deliver a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues.

• Guarantee operational procedures and practices are well defined, documented and consistently applied.

• Ensure quality, up-to-date documentation exists for all service arrangements.

• Other duties as assigned.

What we’re looking for:

• ENGLISH IS A REQUIREMENT
• Minimum of 5 years’ experience deploying, configuring, managing, upgrading, and troubleshooting VMware vSphere including ESXi and vCenter server:
• Experience to include but is not limited to:
  • Virtual machine and storage vMotion
  • Datastore provisioning and management
  • Virtual networking including standard and distributed switch management
  • ESXi storage connectivity including iSCSI and fiber channel
  • Cluster High Availability and VM Fault Tolerance
  • Distributed Resource Scheduler (DRS) and Storage Distributed Resource Scheduler (SDRS)
  • Host profiles
  • VMware vCenter Enhanced Linked Mode
  • PowerCLI

• Experience deploying, configuring, managing, and troubleshooting ancillary VMware products and solutions including but not limited to

o VMware Update Manager

o VMware vSAN

o VMware Site Recovery Manager

o VMware replication

• Minimum of 5 years’ experience in a 2nd or 3rd line support or administration role, predominantly working within virtual data center services and infrastructure.

• Detailed technical understanding of related datacenter technologies including storage, backup, disaster recovery and security.

• Ability to understand and navigate technical situations with strong problem-solving and remedy skills.

• Experience in technical project management.

• Experience in producing low-level technical designs and supporting implementation documentation.

• Experience in performing technical presentations and customer workshops.

• Fluent in English

Bonus Points:

• Microsoft Hyper-V

• Microsoft Windows Server

• Hyperconverged infrastructure (i.e. Nutanix, VxRail, PowerFlex, Simplivity)

• Cisco UCS

Education:

• Highschool diploma or equivalent

• Bachelor’s degree a plus

Travel:

• <10%

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