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Title:  Technical Support Engineer

Location: 

Bangalore, Karnataka, IN, 560071

Requisition ID:  32725
Job Summary

General Description: 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, Resellers and Third-party support 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 Engineering support.
• 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

Proven experience with at least 3 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
• Data ONTAP operating system
• The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)

Desired Skills:

• Must have at least 1 or more areas of expertise such as:
o NetApp hardware platforms and peripheral devices
o Data ONTAP operating system and NetApp High-Availability (HA) technology
o UNIX/Linux configuration, administration and technical support
o Microsoft Windows environment configuration, system administration and technical support

o NAS and/or SAN storage and surrounding infrastructure
o Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)
o NetApp Cluster-Mode Storage Solutions and related technologies
o The interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Oracle, and SAP) with NetApp storage systems and solutions
o Server, and Desktop Virtualization Solutions (such as VMware, Microsoft Hyper-V, Citrix)
o NetApp Storage Management Software Suite
o NetApp Data Protection Software and related

Education
Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.


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