Technical Support Engineer L1

Sutherland

About The Position

Technical Support Engineers assist NetApp Customers by providing a range of technical support including: Resolve Customer problems via the telephone, the web or AutoSupport. Research Customer issues in a timely manner and follow up directly with the Customer with recommendations and action plans. Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise. Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to add to knowledge base in order to provide solutions to customer issues. Create new knowledgebase articles to capture new learning for reuse throughout the center. Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications. Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments. Initial focus is on learning NetApp’s proprietary operating system, OnTap, and troubleshooting NetApp hardware issues. Some opportunity, after training, to work on small volumes of Top Enterprise Accounts (NetApp’s highest priority customers) and SupportEdge Premium cases (customers with a higher level of support agreement).

Requirements

Good written and verbal communication skills in English (B2 or higher)
Good interpersonal communication and Customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations.
Basic understanding of some of the following protocols and applications: NFS, the UNIX remote file sharing protocol CIFS, the Windows NT remote file sharing protocol TCP/IP Networking RAID Microsoft Exchange and/or Veritas software.
Strong aptitude for learning new technologies and understanding how to utilize them in a Customer facing environment.
Ability to follow standard engineering principles

Responsibilities

Resolve Customer problems via the telephone, the web or AutoSupport.
Research Customer issues in a timely manner and follow up directly with the Customer with recommendations and action plans.
Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to add to knowledge base in order to provide solutions to customer issues.
Create new knowledgebase articles to capture new learning for reuse throughout the center.
Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications.
Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments.
Initial focus is on learning NetApp’s proprietary operating system, OnTap, and troubleshooting NetApp hardware issues.
Work on small volumes of Top Enterprise Accounts (NetApp’s highest priority customers) and SupportEdge Premium cases (customers with a higher level of support agreement).

Benefits

Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
Annual merit increase based on performance.
Paid Training whether onsite or in work at home.
Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
Excellent training and supervisory support - to help you feel comfortable servicing our customers.
Competitive Salary with attractive and attainable PBI structure.
Paid vacation and sick leave annually.
Exceptional Health and Life Insurance Plan
Paid referral program
Career development & growth opportunities for advancement.
Excellent Reward and recognition programs.