Technical Support Engineer

Westcon-Comstor is a global leader in technology distribution. With a presence in over 70 countries, we collaborate with industry-leading vendors and resellers to drive innovation and deliver exceptional technology solutions across the globe.

As we expand our footprint in India, we're looking for an experienced Technical Support Engineer to be based in our office located in Pune.

Responsibilities:
* Support post-sales request from Westcon's Asia Pacific customers.
* Perform testing and reproduction as required to isolate, identify, and resolve customer's issue.
* Manage technical escalation to principal vendor.
* Manage customer escalation and expectation.
* Keep assigned cases properly documented and up to date.
* Keep up to date with the latest technology, product, and technical knowledge.
* Being the subject-Matter-Expert (SME) for assigned products.
* Share knowledge, ideas, and experience with the team and contribute to the knowledge base.
* Follow assigned shift and carry out standby duty as scheduled.
* Perform any other duties as assigned accordingly by the superior.

Requirements
* Bachelor's degree in computer science, cyber security or a related discipline or equivalent work experience.
* Significant working experience in administering and troubleshooting networking and server virtualization environment, preferably on the VMWare solutions such as vSphere, vCenter, vSAN, and others.
* Certification on server virtualization industry and VMWare solutions certifications highly desirable.
* Experience in Technical Assistance Center (TAC) case support is an added advantage.
* A quick learner with proven analytical, evaluative, and problem-solving abilities.
* Confident, articulative, and professional in verbal and written skills.
* Positive, communicative, and customer-oriented attitude.
* Exhibit strong customer-facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situations.
* Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation.
* Strong organizational and time management skills.
* Flexible to work in Shifts (APAC/India hours/EMEA time zone)
* Must be flexible to extend beyond scheduled work hours and open to work on public holidays, and weekend according to business requirement.