Senior Technical Support Engineer-L4 Virtualization

Location

Mumbai | India

Job description

Job Description

General Summary:

ConnectWise is looking for creative individuals with high aptitude, work ethic and drive that want to enhance their IT career. The Technical Support L4 is an individual who works in 24/7 support on rotation. The primary functions of this position are to manage the critical issues. The candidate is required to exhibit total ownership and responsibility of the escalation.

Essential Duties and Responsibilities:

• Work experience on VMware ESXi 5.X, 6.X & 7.0 environment.
• Installation & Configuration of VMware ESXi host & vCenter.
• Virtualization project SOW preparation. Execution of project.
• Find RCA & solution for repeated & escalated issues.
• Good communication skills - both written and verbal
• Passion for providing exceptional service to the clients.
• Strong sense of ownership and accountability
• Strong work ethic and capable of handling stress
• Prioritize work and maintain a high level of professionalism in a highly dynamic work environment
• Meet performance objects
• Maintain a high degree of customer service
• Follow escalation procedures for interfacing with other analysts and teams
• Utilize the internal Knowledge Base to assist with the resolution of tickets
• Other duties as assigned. Acts as an escalation point for complex issues requiring investigation

. Contributes to written articles for internal and external knowledge base

. Identifies and escalates situations requiring urgent attention to appropriate teams

. Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering

. Manages a queue of resolving support cases

. Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem

. Communicates new release features and improvements to our partners that better their experience

Job Requirement

VMWare:

• Work experience on VMware ESXi 5.X, 6.X & 7.0 environment.
• Installation & Configuration of VMware ESXi host & vCenter.
• Virtualization project SOW preparation. Execution of project.
• Find RCA & solution for repeated & escalated issues.
• Managing and troubleshooting HA and DRS environment.
• Managing and troubleshooting on VMware vMotion, Storage vMotion, High Availability, DRS
• Deploy virtual machines, use clones, snapshots, templates
• Managing and troubleshooting standard switch & distributed virtual switch.
• Managing Virtual Machine Snapshots
• Troubleshooting with the help of VMware Logs & vCenter logs
• Troubleshooting on VMware performance issue with commands
• Troubleshooting experience on vCenter performance counter

Hyper-V:

• Excellent knowledge of Hyper-V and System center
• Installation and Configuring Virtual Machines for Server Consolidation and HA
• Managing and troubleshooting Hyper V cluster issues.
• Managing and troubleshooting on Hyper-V Replication
• Create VM s, V-disk s and install guest OS
• Configure and Manage Virtual Networks
• Managing Virtual Machine Snapshots
• Troubleshooting complex Hyper-V production issues
• Knowledge of System Center 2012,2016,2019 and System Center Virtual Machine Manager
• Configuring and managing virtualization hosts, networking, and storage resources.
• Maintain and manage Windows Server 2003/2008/2008 R2/2012/2012 R2/2016/2019 infrastructure including high-availability Microsoft Hyper-V.
• Maintain and manage SAN hardware and storage.
• Experience automating tasks with scripting and programming languages such as PowerShell
• Work experience and knowledge on VMWare ESXi infrastructure.
• Ability to design robust processes for complex problems

Azure:

Knowledge and work experience on below Azure infrastructure technology

• Azure VM creation & configuration, Azure Network, Storage
• Azure Virtual Desktop
• Azure Active Directory
• Azure Licensing
• Azure backup

Educational/Vocational/Previous Experience Recommendations:

. Bachelor's degree in related field or equivalent business experience

. 4+ years of relevant experience

. Experience working in a technical service-oriented position

. Preferred: Experience troubleshooting Windows and Linux servers

Working Conditions:

. Onsite/Hybrid/Remote depending on location

. 0-10% travel may be required

ConnectWise provides an IT software platform that has been built by several innovative minds passionate and committed to helping Technology Solution Providers (TSPs). ConnectWise's IT Nation is the largest gathering of IT Solution Providers in the Asia-Pacific. We refer to our customers as 'partners' because they are central to our existence, and we work closely with them.

We are honored to be named the Best PSA/ RMM Vendor in this year's MSP Innovation Awards.

We are looking for strong team players with an innovative streak, who want to join us on this journey!

Whether it is the global exposure and experience we provide, or the opportunities for career development through our L&D offerings, our Management Assistance Program for higher education or the plethora of professional and leadership training interventions we offer, we make sure you're always learning and sharpening your skills.

We Hoot our appreciation for our colleagues through our very interesting Rewards platform.

Join us to create more opportunities for us to celebrate our success together!

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