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VMWARE Support
| Hours | Full-time, Part-time |
|---|---|
| Location | Durham, NC Durham, North Carolina |
About this job
VIRL Support job specification
- Learn and understand the VIRL product. This will require understanding the architecture and operation of system, the various components within it and how to identify (and resolve) problems that users may encounter during their use of the system. VIRL is an internal Cisco product at this time, so learning cannot be done in advance.
- Build level of knowledge and expertise in VIRL within a 3-4 month period of starting. Expertise must be demonstrable to other members of the team.
- Assist users with issues, answering questions and escalating issues to the VIRL Engineering team for further assistance when necessary.
- Monitor active community support forums.
- Act as a Moderator, identifying any abusive behaviour from community members.
- Identify stuck issues where users are not getting assistance within a defined period
- Produce trend and activity reports based on overall community activities back to VIRL Engineering and product management, identifying the common issues and discussions taking place on the forums.
- Identify key non-Cisco users who are active in the community as potential support assistants who may be engaged for additional training and development
- Work closely with VIRL Engineering and Product management team in preparation for new product introductions, working with team to produce required collateral
- Host periodic webinars for customers to attend.
- Help build the community around VIRL through various activities (to be defined)
VIRL Support person specification
- MUST have a good working knowledge of Linux operating system (ideally Ubuntu distribution)
- MUST have a good working knowledge of VMWare ESXi, Workstation, Fusion Pro and Player software platforms.
- MUST have a good working knowledge of VMWare ESXi system administration AND networking
- SHOULD have a good understanding of Linux KVM hypervisor and Virtual Machine operations
- IDEALLY have a good understanding of the Openstack VM orchestration system
- MUST have a basic level of knowledge of IP Networking and Cisco IOS operating systems
- MUST have demonstrable analytical skills for troubleshooting customer issues via email and community forums
- MUST have good written english
- MUST be able to communicate information clearly to other members of the time based in other timezones
- MUST be able to prepare and present reports
Experis is an Equal Opportunity Employer (EOE/AA)
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