Job Summary
As a Technical Support Engineer you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp AFF, FAS and Hybrid Cloud product lines. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues.
To be successful in this role, you must be a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data centre.
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Job Requirements
- Troubleshoot complex issues related to NetApp FAS/AFF product line, customer environments, and NAS protocols (CIFS, NFS) that lower levels of support couldn't resolve.
- Respond to post-sales customer support issues via phone/email/web/chat or internally through ActiveIQ Automated Case Generation.
- Research customer issues promptly and provide recommendations and action plans directly to customers.
- Collect and analyze multi-platform logs to identify issues and determine the root cause.
- Possess keen attention to detail, ability to remember patterns, and a strong interest in problem-solving.
- Collaborate with other Technical Support Engineers (level 1 & 2) to expedite solutions for customers.
- Escalate complex cases or those outside your area of expertise to Escalation Engineers.
- Utilize internal technical expertise, including higher-level engineers, knowledge base, and internal tools, to deliver effective solutions to customer issues. Additionally, publish new knowledge base articles and share best practices with Technical Support Centre staff while staying updated on new technologies and complementary storage applications.
Your Profile
- Requires a minimum of 2 years of related experience in UNIX, Storage administration or technical support.
- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
- Must have expertise in two or more of the following areas:
- UNIX/Linux configuration, administration, and technical support.
- Microsoft Windows environment configuration, system administration, and technical support.
- NAS and/or SAN storage and surrounding infrastructure.
- The interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Oracle, and SAP) with NetApp storage systems and solutions.
- Server and Desktop Virtualization Solutions (such as VMware, Microsoft HyperV, Citrix).
This is a pipeline position that will be opened on a recurring basis and used to fill roles aligned with the required skill sets.
Job Segment: Technical Support, Technical Support Engineer, Cloud, ERP, Unix, Technology, Engineering