Technical Support Specialist Level 2 - VMware

About the role

Arrow, an American Fortune 500 distributor of electronic components and computer products, is hiring a Technical Support Specialist Level 2 for its New Cairo office. The engineer provides remote support by email, telephone and remote sessions to global customers, mainly on Broadcom technologies, investigating issues with VMware products such as vSphere, vSAN and Aria Suite and assisting Level 1 engineers.

Key responsibilities

• Provide prompt troubleshooting support to VMware customers via phone, email and remote sessions, 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 and review configurations.
• Document all work accurately in the customer support tracking system and share technical learnings as articles with customers and colleagues.
• Work with Escalation Engineers and colleagues to give the best technical advice.
• Expand knowledge beyond vSphere to products such as vSAN, NSX and VMware Cloud Director.

Required profile

• Passion for virtualization, networking, storage and Linux; eager to learn and develop skills quickly.
• 2-3 years of experience in IT customer support or similar roles.
• Excellent written and spoken English; good customer service skills in high-stress situations.
• Previous experience in busy technical support departments; willingness to work outside normal business hours.
• Foreign language skills (German, French or Spanish) are a plus but not essential.

Required skills

• Thorough understanding of common networking protocols, including TCP/IP, routing, switching and network topologies.
• Good understanding of vSphere, storage, networking and troubleshooting.
• Understanding of how VMs are created, cloned and managed, and of CPU, RAM, disk and storage types (NAS, SAN, RAID, SSD, HDD).
• Ability to analyze logs, identify patterns and resolve complex cases.