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Title:  Technical Support Engineer (NAS)

Location: 

Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  28196

 

Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

 

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

 

By building cloud infrastructures, customers get the scale and quality of service that modern applications require.  Only NetApp can help organizations focus on the business at hand when they develop a zero-touch infrastructure that manages apps, data and services as one integrated resource supporting both public and private clouds.

Job Summary

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

Job Requirements

  • Creative approach to problem solving. 
  • Good written and verbal communication skills. 
  • Strong troubleshooting skills. 
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. 
  • One of the following languages is an advantage: Italian, Spanish, German, French, Hebrew.
  • Ability to follow standard engineering principles and practices. 
  • Ability to work under stress, handle escalated or sensitive customer situations and multitask as needed. 
  • A team player 

 

Knowledge of the following is an advantage: 

  • NetApp Data ONTAP operating system 
  • Perfstat and FAS Autosupport logs 
  • NAS device administration or support experience 

 

Understanding of a number of the following topics: 

  • NFS, the UNIX remote file sharing protocol 
  • CIFS, SMB2 & SMB3 
  • TCP/IP, UDP and Networking 
  • LDAP or NIS services 
  • Packet trace analysis 
  • Unix command-line 
  • DNS, DHCP, Domain Controller, GPO 
  • Virtualization concepts (VmWare, HyperV, KVM) 
  • Generic Microsoft Windows OS knowledge (installation and administration) 

Education

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.

 

So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

 

If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

 

Join us and see what empowerment can do. 


Job Segment: Technical Support, Technical Support Engineer, Engineer, Electrical, Computer Science, Technology, Engineering