Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer 1 typically provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues. It includes troubleshoot protocols running on NetApp hardware to assist Customer with problem isolation and resolution. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
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).
- Advanced written and verbal communication skills in English (B2 or higher)
- Good 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.
- Ability to follow standard research and troubleshooting processes.
Basic understanding of some of the following protocols and applications:
- Storage (NAS / SAN)
- Networking - TCP/IP
- Hardware / RAID
- Operating Systems (Windows / Unix)
- Data Protection (Backup and recovery)