Job Summary

This role provides initial technical support and troubleshooting for VMware vSAN and VMware SRM environments within agreed service levels. The position focuses on resolving routine issues, maintaining high availability for end users, and ensuring customer satisfaction through efficient ticket handling and adherence to operational standards.

Key Responsibilities

1. Address remote desktop support tickets using VMware vSAN to diagnose and resolve basic storage issues within defined SLAs.
2. Troubleshoot and perform initial analysis of disaster recovery alerts using VMware SRM, escalating non-routine issues to higher-level support.
3. Monitor and maintain virtual infrastructure health through VMware vCenter and vSphere, documenting actions and updating worklogs accurately.
4. Follow standard operating procedures for ticket handling, including shift handover and escalation protocols for unresolved incidents.
5. Participate in team knowledge sharing by updating internal documentation and contributing to the knowledge base using VMware Aria Operations insights.
6. Ensure compliance with company quality standards and regulatory requirements in all customer interactions and technical processes.
7. Maintain high availability during shifts to maximize support coverage and meet customer service expectations.

Skill Requirements

1. Good understanding of VMware vSAN for basic troubleshooting and ticket resolution.
2. Good familiarity with VMware SRM for initial incident response and escalation.
3. Basic knowledge of VMware vSphere and vCenter for monitoring and routine maintenance.
4. Experience with ITSM ticketing tools for logging and updating support cases.
5. Familiarity with customer support protocols and remote desktop troubleshooting.

Other Requirements

1. VMware Certified Technical Associate – Data Center Virtualization (VCTADCV) is optional but valuable for this role.