As a VMware Support Administrator, you will play a critical role in maintaining our virtualized environments and ensuring high-quality support for our clients. Your expertise in VMware vSphere, vCenter, and vSAN will enable you to independently resolve technical issues, conduct root cause analysis, and enhance customer satisfaction. This position is pivotal in driving operational excellence and fostering a positive customer experience.
Key Responsibilities
1. Provide On-Call Support By Troubleshooting And Resolving Vmware Vsphere And Vcenter Issues, Ensuring Minimal Downtime And Adherence To Quality Standards.
2. Conduct Thorough Root Cause Analysis Of Escalated Issues Using Vmware Srm And Aria Monitoring Tools, Implementing Corrective Actions To Prevent Recurrence.
3. Develop And Maintain Knowledge Base Articles To Enhance Team Efficiency And Support Training Initiatives For New Analysts.
4. Independently Manage And Resolve Support Tickets Within Agreed Slas,
Focusing On Effective Ticket Volume Handling And Timely Resolution.
5. Drive Customer Satisfaction By Achieving First Call Resolution Targets And Minimizing The Number Of Reopened Cases, Contributing To Overall Positive Csat Scores.
Skill Requirements
1. Proficient In Vmware Vsphere And Vcenter Administration
2. Strong Knowledge Of Vmware Vsan And Its Operational Management
3. Familiarity With Vmware Srm And Aria Monitoring Tools
4. Solid Understanding Of Sddc Architecture And Operations
5. Excellent Problem-Solving Skills And Analytical Abilities