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Location: Bengaluru
Company: NetApp
Job Summary
We at NetApp Inc. are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems with respect to NetApp Storage. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. If you’re a motivated self-starter, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. Simply, we’d like to meet you.
Primary Job Functions
- Provide Tier II technical support to enterprise clients, Resellersand Third-partysupport providers on complex and escalated scenarios.
- Provide troubleshooting and technical support via phone, Web based tools and email.
- During problem escalations, act as a liaison between customers and Engineeringsupport.
- Collaborate with other teams and experts whenever required to solve complex technical issues.
- Continuously develop skills leveraging several learning tools available at NetApp Inc.
- Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers
- Research, document, and escalate cases as needed.
- Be flexible in working in shifts (4AM IST to 6PM IST).
- Able to address multiple customer issues simultaneously.
- Directly support customers with exceptional verbal and written communication and troubleshooting skills.
- Active participation in Knowledge base creation, trainings, and other documentation activities.
Job Requirements
- Basic understanding ofRAID Concepts.
- Good understanding of Ethernet, TCP/IP routing, FC and iSCSI protocols.
- Familiar with NetApp hardware (FAS, AFF, Disk Shelf)architecture.
- Working knowledge of switches (CISCO / Brocade/ NetApp).
- Understanding of Service Processor/BMC/iLO/RLM functionalities.
- Knowledge of hardware components on Controllers, shelves, ethernet/ FC switches.
- Basics of SAS, FC, ACP cabling.
- Hands-on installation, administration and upgradation of drivers and firmware’s.
- Familiar with logging methodology on switches, FAS and AFF issues.
- Basic understanding of storage topology (NAS, SAN, DAS).
- Strong communication and negotiation skill for leading critical discussion and expectation management.
- Strong logical/critical thinking and problem-resolution skill.
- Must have at least 2-yearsof experience in a technical customer support environment or field experience.
- The individual must have at least 1-yearexperience with products and technologies in an Enterprise environment.
- Experience providing enterprise Technical Support.
Desired Skills
- Any of NCDA, CCNA, CCNP Data Center, SNCP, EMCSA Certifications.
- Knowledge of Metrocluster architecture.
- Hands on NetApp System Manager / OnCommand suite applications.
- Hands on Ontap 7-mode/ Clustered administration.
Education
- B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college.
- 3-5 years of relevant experience.
