JOB: Technical Support Engineer At NetApp

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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.

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