Job Description
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 NetApp products. 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, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.
Essential Functions:
•Resolve Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport.
•Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
•Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers.
Ability to manage multiple moderately complex tasks at one time.
•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 provide the most effective solutions to customer issues.
•Create or edit knowledge base articles to share information for reuse throughout the Technical Support Center and our customer base.
•Share best practices with Technical Support Center staff and learn about new technologies and complementary storage applications.
•Focus development on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise. Requirements:
•Good verbal and written communication skills in English is required
Good verbal communication skills in Italian or Spanish or French or Hebrew is required.
•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 engineering principles and practices.
•Creative approach to problem solving.
•Basic understanding of the following protocols and applications:
-MySQL or other relational databases
-NAS storage methodologies
-SAN connectivity methodologies
-TCP/IP and Networking
-RAID
-Multivendor Storage System systems such as ONTAP or FLARE
-MySQL
-The usage of tools, logs, and support tools needed to analyze system issues (such as packet traces, debug logs, etc.)
Responsibility and Interaction:
•Responsibility
-The types of tasks this individual is responsible for are a mix of structured and unstructured tasks.
-This individual will apply attained experiences and knowledge in solving moderately complex problems.
•Interaction
-This individual interacts primarily with Staff to Director level employees within the role, and the technical team on assigned projects. There may be communication with employees in other roles as required.
-Limited direction is provided on routine work, and detailed direction is provided on new projects and assignments; as well as on-going review of activities and priorities.
-The ideal candidate will be an important contributor or lead on team projects. Education & Experience:
•A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience; and 2 - 4 years of experience in UNIX, Windows networking administration, software troubleshooting/development or technical support is required. Information Technology Full-time NETHERLANDS - Amsterdam 41908BR