Level 1 Technical Support Specialist - VMware

About the role

Arrow, an American Fortune 500 distributor of electronic components and computer products, is hiring a Technical Support Specialist Level 1 in New Cairo, Egypt. The engineer provides support to global customers via email, telephone and remote sessions, working primarily on Broadcom technologies and investigating issues with VMware products such as vSphere.

Key responsibilities

• Provide prompt troubleshooting support to VMware customers by phone, email and remote session, keeping a customer-first focus throughout the query.
• Replicate customer configurations to troubleshoot complex errors.
• Develop and maintain technical skills in selected products and train to stay accredited in them.
• Host remote support sessions with customers and vendors to diagnose faults, review configurations and resolve them.
• Document all work accurately in the customer support tracking system.
• Create knowledge articles from technical learnings and share them with customers and colleagues.
• Work with Escalation Engineers and colleagues to give the best technical advice.

Required profile

• 0-1 years of experience in IT customer support or similar roles.
• Excellent written and spoken English; foreign languages (German, French or Spanish) are a plus.
• Good customer service skills in high-stress or ambiguous situations.
• Keen to learn new technologies and willing to work outside normal business hours.

Required skills

• Knowledge of TCP/IP, routing, switching and related protocols, and of network environments and topologies.
• Familiarity with VMware vSphere, ESXi and vCenter concepts (hands-on is a plus).
• Understanding of virtual machine creation, cloning and management, and of CPU, RAM, disk and storage types (NAS, SAN, RAID, SSD, HDD).
• Ability to follow standard troubleshooting steps such as reboot, log collection and error analysis.