Technical Support Engineer - Weekend Days
About The Position
Unique opportunity to support all areas of NetApp within a 3 day workweek. This particular opportunity will likely cover all verticals within the Support Center, with an emphasis on our ONTAP offerings. The Technical Support Engineer on our weekend days team provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. You respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You report design, reliability, and maintenance problems or bugs to design engineering/software engineering. You also may be involved in customer installation and training, and provide support to customers/users where the product is highly technical or sophisticated. This is a weekend day opportunity with a 3-day workweek consisting of Saturday, Sunday, and Monday - 7am-8pm ET/6am-7pm CT and can be located in Wichita, KS or Raleigh/Durham, NC.
Requirements
- Solid understanding of the following protocols and applications: Analyzing and tuning storage performance NetApp Storage System operating systems such as Data ONTAP NetApp solutions developed around specific applications involving FAS storage systems The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.) NFS, the UNIX remote file sharing protocol CIFS, the Windows NT remote file sharing protocol SAN connectivity methodologies for storage systems TCP/IP and Networking
- Must have at least 1 or more area(s) of expertise such as: NetApp hardware platforms and peripheral devices Data ONTAP operating system and NetApp High-Availability (HA) technology UNIX/Linux configuration, administration, and technical support Microsoft Windows environment configuration, system administration, and technical support NAS and/or SAN storage and surrounding infrastructure Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory) NetApp Cluster-Mode Storage Solutions and related technologies 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)
- Typically requires a Bachelor's degree and a minimum of 3 years of related experience; or an advanced degree with 3-5 years of experience; or equivalent combination of related education/certifications/training and applicable professional work experience
- Sound written and interpersonal communication and customer service skills are needed in order to work successfully with customers in high-stress and/or ambiguous situations.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Responsibilities
- Providing technical support to field engineers, technicians, and product support personnel
- Diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems
- Responding to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
- Reporting design, reliability, and maintenance problems or bugs to design engineering/software engineering
- Customer installation and training
- Provide support to customers/users where the product is highly technical or sophisticated
Benefits
- comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), with all offerings subject to regional variations and governed by local laws, regulations, and company policies.
- volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations.
- We provide comprehensive medical, dental, wellness, and vision plans for you and your family.
- We offer educational assistance, legal services, and access to discounts.
- Finally, we provide financial savings programs to help you plan for your future.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Computer and Electronic Product Manufacturing
Number of Employees
5,001-10,000 employees
