Job Summary
We at NetApp Inc. are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems with respect to NetApp Storage. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
If you're a motivated self-starter, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. simply, we'd like to meet you.
Primary Job Functions
- Provide Tier II technical support to enterprise clients, Resellers and Third-party support providers on complex and escalated scenarios.
- Provide troubleshooting and technical support via phone, Web based tools and email.
- During problem escalations, act as a liaison between customers and Engineering support.
- Collaborate with other teams and experts whenever required to solve complex technical issues.
- Continuously develop skills leveraging several learning tools available at NetApp Inc.
- Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers
- Research, document, and escalate cases as needed.
- Be flexible in working in rotational shifts (preferably 4AM IST to 6PM IST).
- Able to address multiple customer issues simultaneously.
- Directly support customers with exceptional verbal and written communication and troubleshooting skills.
- Active participation in Knowledge base creation, training, and other documentation activities.
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Job Requirements
- Backup and Recovery Management: Troubleshoot backup and recovery solutions to ensure data integrity and availability.
- Data Protection Strategies: Develop and maintain data protection strategies, including disaster recovery plans and data retention policies.
- System Monitoring: Monitor backup systems and processes to ensure successful completion and identify any issues or failures.
- Technical Expertise: Strong knowledge of backup and recovery software (e.g., Veeam, Commvault, Veritas NetBackup).
- Operating Systems: Proficiency in various operating systems (Windows, Linux, Unix).
- Storage Solutions: Experience with storage solutions and technologies (SAN, NAS, cloud storage).
- Networking: Understanding of network protocols and configurations related to data transfer and storage.
Education
- 2-5 years of experience in a technical support environment.
- B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college.
Job Segment: Technical Support, Technical Support Engineer, Cloud, CRM, Linux, Technology, Engineering