Title:  Technical Support Engineer

Job Summary

The Technical Support Engineer on our 2nd Shift team 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. This individual responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will report design, reliability and maintenance problems or bugs to design engineering/software engineering, and may be involved in customer installation and training. Additionally, you will provide support to customer/users where the product is highly technical or sophisticated in nature.

Key skills for this role: Networking experience (preferably with NFS but CIFS is okay as well), and prior experience working with Active Directory at the access troubleshooting level (subnetting, accessing and troubleshooting file, etc).

*** This is a 2nd Shift opportunity on our NAS Team, with a schedule of Monday-Friday, 1pm-10pm local time. Individuals working this schedule receive additional compensation for working off-shift. ***

Job Requirements

Sound networking background including the ability to subnet.
Sound Active Directory experience including accessing and  troubleshooting files, machines and resources.

•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, Networking, and 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

•Solid 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, and a creative approach to problem solving.

Responsibility and Interaction:
-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.
-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.

Education

Typically requires a Bachelor’s degree and a minimum of 2-5 years of related experience; or equivalent combination of relevant education/training and applicable experience in a professional work environment.