Job Summary

The VMWare NSX Administrator plays a critical role in ensuring the smooth operation of network virtualization and security solutions. This position focuses on independently resolving technical tickets, providing on-call support, and conducting root cause analysis to enhance customer satisfaction and operational efficiency. The role is fundamental in maintaining high-quality service standards and fostering a positive customer experience.

Key Responsibilities

1. Resolve Technical Support Tickets By Utilizing Vmware Nsx And Sdn Technologies, Adhering To Quality Standards And Company Policies While Ensuring Timely Resolution Within Agreed Sla.
2. Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis To Identify And Implement Effective Solutions.
3. Contribute To Knowledge Management By Updating And Maintaining The Knowledge Base, And Facilitate Training Sessions For New Team Members And Coaching For Analysts To Enhance Team Capabilities.
4. Analyze Support Trends And Proactively Engage In Value-Adding Activities To Improve Operational Processes And Reduce Ticket Volume.
5. Ensure A Positive Customer Experience By Achieving High Rates Of First Call Resolution And Minimizing The Number Of Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Solid Proficiency In Vmware Nsx And Sdn Technologies.
2. Strong Understanding Of Network Virtualization And Security Concepts.
3. Familiarity With Ticketing Systems And Itil Best Practices.
4. Excellent Problem-Solving And Analytical Skills.
5. Effective Communication And Interpersonal Abilities.

Other Requirements

1. Optional But Valuable: Vmware Certified Professional (Vcp-Nv) Certification