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Title:  Technical Support Engineer (Data Protection)

Location: 

Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  27634

Job Summary

As a Technical Support Engineer, you will provide in-depth 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.

What do you do as a Technical Support Engineer?

  • Resolve technical customer issues via the telephone, mail and remote sessions
  • Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
  • Collaborate with or escalate cases to other Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise in order to most quickly facilitate solutions for customers
  • 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 and best practices for reuse throughout the Technical Support Center
  • 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

Requirements

  • Excellent written and verbal communication skills in English
  • Ability to troubleshoot difficult technical issues with strong commitment to deliver excellent customer service experience
  • Passion and ability to learn new technologies in a fast-pace environment
  • Work well in a team environment and be a proactive contributor to team development projects
  • Creative approach to problem solving and demonstrate a ‘can-do’ attitude
  • High ability to multi-task, manage workload and define priorities based on business impact of issues
  • Expertise in the following areas:  storage, back up & recovery, data management systems, virtualization, TCP/IP networking.

Preferred skills

  • Native or bilingual proficiency in French
  • 2 years experience in technical support or professional services
  • At least 1 years of experience in UNIX, LINUX, Windows networking administration
  • Knowledge of storage infrastructure offering NFS, CIFS, SAN & iSCSI hosting
  • Solid knowledge of VMware, Hyper-V, SQL, Oracle, SAP, Exchange
  • Understanding of data protection technologies such as SnapMirror, SnapVault and NDMP
  • Experience with Replication, Backup and Recovery applications and OEM products such as Veeam, Commvault, Veritas

We offer you

A great place to work!  At our EMEA HQ in Amsterdam we offer you an international working environment and a place were high quality is the standard. Besides a good salary we provide training and education and a variety of secondary benefits regarding health care, pension plan etc.

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.

About NetApp

NetApp creates innovative storage and data management solutions that help accelerate business breakthroughs and deliver outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today.

 

Our Customer Support Delivery organization is a dynamic team committed to providing enterprise level support to our customers. In this group we’re not only working with a large variety of cutting-edge technology, but also with a strong team that promotes growth and career development. With this newly opened role we’re continuing to build a world-class team of Technical Support Engineers who are delivering consistent and predictable high-quality support to our customers.


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