Technical Support Engineer

4 weeks ago

Bengaluru, India NetApp Full time

Title: Technical Support Engineer

Location:

Bangalore, Karnataka, IN, 560071

Requisition ID: 128421

Job Summary

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.

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

• Basic understanding of RAID Concepts. 
• Good understanding of Ethernet, TCP/IP routing, FC and iSCSI protocols. 
• Familiar with NetApp hardware (FAS, AFF, Disk Shelf) architecture.
• Working knowledge of switches (CISCO / Brocade/ NetApp) 
• Understanding of Service Processor/ BMC/ iLO/ RLM functionalities. 
• Knowledge of hardware components on Controllers, shelves, ethernet/ FC switches. 
• Basics of SAS, FC, ACP cabling. 
• Hands on installation, administration and upgradation of drivers and firmware’s. 
• Familiar with logging methodology on switches, FAS and AFF issues. 
• Basic understanding of storage topology (NAS, SAN, DAS). 
• Strong communication and negotiation skill for leading critical discussion and expectation management. 
• Strong logical/critical thinking and problem resolution skill. 
• Must have at least 1 year of experience in a technical customer support environment or field experience. 
• The individual must have at least 1-year experience with products and technologies in an Enterprise environment. 

Desired Skills:
• Any of NCDA, CCNA, CCNP Data Center, SNCP, EMCSA Certifications. 
• Knowledge of Metrocluster architecture. 
• Hands on NetApp System Manager / OnCommand suite applications. 
• Hands on Ontap 7-mode/ Clustered administration. 

Education

Preferably requires a minimum of 1-2 years of related experience. B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college. 


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