Technical Support Engineer -2
VMware Software India Pvt. Ltd. (VMware By Broadcom)
- Providing technical support for VMware Network Monitoring products (VMware SMARTS Assurance, VMware NCM, VMware MnR) to enterprise customers globally via multiple communication channels, including email, phone, and remote sessions
- Solving issues related to installation, implementations and topologies including configuration, device MIBs, bugs, and root cause analysis
- Ability to analyze log files for error codes to share Root cause Analysis
- Analyze packet capture for packet loss via Wireshark
- Configuring and managing different applications on RedHat Linux servers
- Collaborate with other IT teams to ensure system compatibility and integration
- Create and maintain system documentation, including configuration guides, policies, and procedures
- Working knowledge on NCM (Network Configuration Management) and maintain Network devices configurations
- Working knowledge on VMware MnR Suite (Watch4Net) for reporting
- Devices discovery using SNMP and/or ICMP polling methods and creating monitoring profiles for it
- Working with the engineering team to reproduce and fix reported bugs by reproducing the issues in the lab using the customer's input
- Providing support for Software upgrade / downgrade
- Writing knowledge base articles to help customers/peers for similar issues in future following KCS model
- Working knowledge on various networking protocols like BGP, OSPF etc
- Provide KT to newly joined engineers about the product
- Handling escalations and collaborating with multiple teams and enterprise customers to fix the issue.
