VMware Technical Support Training Specialist in Cork, Ireland
VMware is the leader in virtualization and cloud infrastructure solutions that enable our more than 500,000 enterprise and mid-market customers to thrive in the Cloud Era by simplifying, automating and transforming the way they build, deliver and consume IT. VMware enables people and organizations by radically simplifying IT through software virtualization with a focus on three core missions: End-User Computing (EUC), Hybrid Cloud and Software-Defined Data Center (SDDC). Join the community – instigators of innovation and transformers of technology – as VMware envisions and creates what’s next in IT. Get connected to an engine of opportunity fueled by the transformative products and solutions it brings to market, the passion and trust it inspires in its customers, and the collaborative drive to imagine, define and deliver the future of IT. With 14,000+ employees and 50+ locations worldwide, VMware is passionately driven to make an impact while contributing back to the community.
About the VMware Technical Support University
The VMware Technical Support University (vTSU) team provides technical training and enables the Global Support Services (GSS) engineers to effectively support VMware customers. The team creates highly technical content for all major; minor and update product releases and collaborates with various internal business units. The vTSU team is a global team and has team members aligned to every GSS center.
Global Support Services (GSS) team supports over 10,000 companies running VMware desktop and server products in over 100 different countries. With an ever-expanding consumer market, VMware desktop products have become the predominant virtualization platform for Mac OS X, Windows, and Linux users.
The vTSU team members are passionate about VMware technology and are excited about training. Our vision is to develop hands-on troubleshooting classes that allow engineers to easily transfer knowledge to the job. We are committed to creating a curriculum that allows engineers and their managers to have meaningful career progression discussion.
What’s in it for you?
VMware brings together a phenomenal group of people. This includes a world-class support organization with unparalleled expertise in the virtualization space. The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start up.
About the Team: The VMware Technical Support Training team is responsible for developing and delivering New Hire training; as well as Pre-GA and Post-GA technical training to technical support engineers globally.
Position/Responsibilities: This position is responsible for delivering, developing, and maintaining technical courses pertinent to AirWatch for VMware Global Support Services, internal employees and (entitled) partners. Courses will be delivered in traditional lecture/lab settings, and, at times, on-line.
Development of training content for classroom; video and eLearning
Deliver technical courses for customers, partners, distributors, and internal employees (AirWatch GSS TSEs)
Conduct and participate in train the trainer sessions
Collaborate with GSS engineers and other course developers to improve training materials and delivery
Develop expertise in AirWatch and become an SME for multiple “squads”.
Become a VMware Certified Instructor (VCI) within 6 months of joining the team
Measure training effectiveness and address user feedback to revise content as needed
Spend time on the floor with GSS technical support engineers and escalation engineers to handle SRs and understand the AirWatch GSS training needs
Conduct customer webinars with engineers and develop content for these webinars
Present at customer event sessions for education as needed
Create Pre and Post GA technical courses with practice exercises, knowledge checks and other elements designed to drive knowledge retention.
QA courses for accuracy and refresh instructional programs as needed to ensure content is current and relevant
Work with source material supplied by SMEs, such as scripts, storyboards, and presentations, to develop interactive online courses and labs that effectively convey key learning objectives
Develop a good understanding of instructional design principles and methodologies
Update and manage learning resources within Learning Management System including labs, curriculums, eLearning modules, virtual and classroom lead trainings.
Conduct ongoing meetings with stakeholders in the AirWatch business
Partner with engineering to structure and design Transfer Of Information (TOI) content
Traveling 15% of the time
Work with VMware's internal readiness team, technical publications, Education and systems engineering to ensure consistency of product documentation and training materials to exploit opportunities for reuse of these materials. Investigating, developing, and implementing programs for alternative education channels for customers and strategic partners, such as online webinars, eLearning, and technical awareness seminars
Assist in interviewing and selecting new technical trainers
Mentor new trainers/developers, and provide support to other trainers/developers, especially those based on-site
Partner with Sr Support Engineers to gauge the pulse and need of the customer and feed that back into courses and classroom delivery
Desirable Skills and Experience:
2+ years’ experience teaching technical material
2+ years’ experience developing technical training materials
3+ years’ experience in technical industry
Experience using instructional design models, including:
Analysing audience needs and tying them to business requirements
Designing and developing student and instructor guides
Creating tests and practical lab activities
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.