Executive Support - Endpoint Services Engineer

Dell Inc Palo Alto , CA 94306

Posted 12 months ago

Job ID R1903479 Date posted Mar. 13, 2019

VMware is looking for an Executive Support - Endpoint Services Engineer to join its Colleague Experience & Technology organization based at VMware's Palo Alto headquarters. The Colleague Experience & Technology team is proud of our dedication to delightful customer service and strives to improve our colleague experience in an ever-changing enterprise environment. We also advocate crafting a mentorship with other team members to share lessons learned and IT knowledge.

This role is a key member of the Colleague Experience & Technology team responsible for all technology touching VMware colleagues, and for enabling colleague's IT learning and productivity at VMware. He or she will ensure the delivery of responsive and consistent end user support services, developing relationships with local teams and ensuring user satisfaction. The successful candidate will be able to work in an open and collaborative style that fosters teamwork, and develops an open, engaged culture that engenders trust from the VMware community and IT employees alike.

This role works closely with key VMware leaders and requires not only a high level of customer service, but strong troubleshooting and ability to resolve issues quickly. The role will have the following key responsibilities:

  • Work closely with executive team members to deliver a high quality and consistent level of service

  • Assist with the creation of run-books for services delivered by the Colleague Support & Technology team

  • Provide ongoing operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities

  • Performance monitoring, troubleshooting, and tuning for all end user systems

  • Assist with Audio/Visual support during VMware meetings, calls and events

  • Tablet and mobile phone support, including mobile applications

  • Train colleagues on emerging technologies and VMware IT solutions

  • Cultivate an environment in which support staff act as trusted advisors who provide relevant and meaningful technical guidance on the best use of technology

  • Represent Executive Support team at local office meetings

  • Ensure adequate follow up communications and timely issue status updates to colleagues and IT management

  • Network with cross-functional teams to leverage best practices

  • Assist colleagues with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible

  • Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications

  • Identify current operational process inefficiencies and provide recommendations for improvement


  • BS/BA preferred

  • Minimum 3-year degree in Computer Science or related field OR degree from Technical Trade School

  • Minimum 2-3 years experience supporting various operating systems including Windows 10, Mac OS X and Linux

  • 3+ years of proven Customer Service skills

  • Knowledge of PC hardware architecture

  • Ability to support and fix typical desktop applications, (i.e., MS Office365, virus scan, Skype for Business, etc.)

  • Experience supporting modern day collaboration technologies and corporate AV essentials video conferencing, audio conferencing, streaming, Zoom, Skype for Business, Polycom and Crestron

  • Knowledge of desktop architecture build methodologies

  • Understanding of other IT disciplines (i.e., Telecom, Networking, Messaging, Server operations, etc.)

  • Demonstrated aptitude to successfully work as part of a team

  • Excellent written and verbal communication skills, with the ability to work collaboratively with other colleagues in the organization

  • Self-starter and highly motivated individual who demonstrates the ability to exercise good judgment, prioritize and effectively meet deadlines while working on multiple assignments simultaneously

  • Experience with VMware desktop products (Fusion, Player, Workstation etc.) would be a distinct advantage

  • Preference will be given to applicants who have completed and maintained basic industry certifications (COMPTIA A+, etc.) and/or Microsoft certifications (MCSA, MCSE, VCP)

  • ITIL foundation certification is a benefit

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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