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Technical Support Specialist
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Job Summary
We are seeking a highly skilled Technical Support Specialist to join our team at NetApp. As a Technical Support Specialist, you will be responsible for providing enterprise-level assistance to our customers, diagnosing and troubleshooting complex software and hardware problems related to NetApp Storage. You will be a trusted advisor to our customers, providing timely and accurate solutions to their technical problems.
Key Responsibilities
- 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.
- Act as a liaison between customers and Engineering support during problem escalations.
- Collaborate with other teams and experts to solve complex technical issues.
- Continuously develop skills leveraging several learning tools available at NetApp.
- Document cases, recommendations, and resolutions clearly in the CRM system.
- Research, document, and escalate cases as needed.
- Be flexible in working in shifts.
- 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, training, and other documentation activities.
Requirements
- 4+ years of experience in a technical support environment.
- B.E or B.Tech graduate (Computer Science, E & C, I.T, E&E) from a reputed college.
- Good understanding of RAID Concepts across the Enterprise Storage.
- Good understanding of Complex Storage concepts related to SAN and NAS storage.
- Understanding of Storage concepts like Deduplication, Snapshot, Provisioning, boot process, Encryption, etc.
- Conceptual knowledge on Hardware, OS, and Filesystem.
- Knowledge on Cluster Architecture and High Availability in Enterprise Storage.
- Strong understanding of Ethernet, TCP/IP routing, FC, and iSCSI protocols.
- Understanding of Service Processor/BMC/iLO/RLM functionalities.
- Ability to diagnose complex problems and deliver root cause analysis across a stack of complex applications, OS, Network switching, and Storage elements.
Desired Skills
- Any of NCDA, CCNA, CCNP Data Center, SNCP, EMCSA Certifications.
- Hands-on Ontap 7-mode/Clustered administration.
- Hands-on NetApp System Manager/OnCommand suite applications.
- Knowledge on any Linux variant.
- Working knowledge on popular hypervisors such as VMware, Hyper-V, or Xen.
- Familiar with AWS or Azure infrastructure.
Why NetApp?
We are a specialist in elevating the world's biggest clouds. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities. We offer a healthy work-life balance, comprehensive medical, dental, wellness, and vision plans, educational assistance, legal services, and access to discounts. If you run toward knowledge and problem-solving, join us.
