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Title:  Technical Support Engineer

Location:  NETHERLANDS - Amsterdam
Requisition ID:  1613

Job Summary:
This job is with the NFS / CIFS team.
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.
•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 new knowledge base articles to share information for reuse throughout the Technical Support Center.
•Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
•Focus 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.
•Drive resolutions of customer issues in technically complex or high business impacting situations, while providing professional technical expertise.

 

Requirements:
•Good written and verbal communication skills in English - written and verbal.
•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.
•Solid understanding of the following protocols and applications:
-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
-RAID
-NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)
-NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems
-The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
•Must have at least 1 or more areas of expertise such as:
-NetApp hardware platforms and peripheral devices
-Data ONTAP operating system and NetApp High-Availability (HA) technology
-NetApp E-Series controller operating system and technologies
-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, Microsoft Hyper-V, Citrix)
-NetApp Storage Management Software Suite
-NetApp Data Protection Software and related backup technology
-Performance issues relating to NetApp storage solutions

Responsibility and Interaction:
•Responsibility
-The tasks this individual is responsible for are often non-routine and unstructured, requiring creative solutions.
-This individual will apply attained experiences and knowledge in solving routine to moderately complex problems.

•Interaction
-This individual must work effectively with Staff to Vice President level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required.
-Limited management direction is provided to employee on new projects or assignments as well as review of activities and priorities.
-The ideal candidate will be a proactive contributor and subject matter expert on team projects.
-To be successful, this individual must demonstrate favorable results through coaching and influencing others. 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 5 – 8 years of experience in UNIX, Windows networking administration or technical support is required.

Job Summary

Technical Support Engineer: 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. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Job Requirements

•Good written and verbal communication skills. •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: -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 -RAID -NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS) -NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems -The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP 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 routine to moderately complex problems. •Interaction -This individual interacts primarily with Staff to Director level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required. -General 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

Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.


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