Job Title : Technical Support Engineer 3,
Location: Research Triangle Park, NC
Job Summary:
As a Technical Support Engineer you provide support for diagnosing, reproducing, and fixing software and hardware issues. You will troubleshoot protocols running on NetApp hardware to assist customer with problem isolation and resolution. 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, Top Enterprise and SupportEdge Premium customer problems via the telephone, the web or Autosupport.
- Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
- 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 knowledgebase articles to capture new learnings for reuse throughout the center.
- 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 the customer.
- Participate in technical communications within the Technical Support Engineering team to share best practices 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 which will help cultivate that expertise.
Requirements:
- Good written and verbal communication skills.
- Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations.
- Basic understanding of some of the following protocols and applications:
- NFS, the UNIX remote file sharing protocol
- CIFS, the Windows NT remote file sharing protocol
- TCP/IP
- Networking
- RAID
- Microsoft Exchange and/or Veritas software.
- 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.
- Creative approach to problem solving.
- Must have at least 1 or more areas of expertise such as: backup and recovery, Exchange DR, Veritas, Lotus Notes, Linux, AIX, or networking; including at least 2 years of experience working in that particular specialty.
Responsibility and Interaction:
Responsibility:
- The tasks this individual is responsible for are often non-routine and unstructured, requiring creative solutions.
- This individual will apply attained experiences and knowledge in solving routine to moderately complex problems.
Interaction:
- This individual must work effectively with Staff to Vice President level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required.
- Limited management direction is provided to employee on new projects or assignments as well as review of activities and priorities.
- The ideal candidate will be a proactive contributor and subject matter expert on team projects.
- To be successful, this individual must demonstrate favorable results through coaching and influencing others. The ideal candidate will be an important contributor or lead on team projects.
Education & Experience:
- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or 7 + years of experience in UNIX, Windows networking administration or technical support is required.
The duties for the position are: Phone 25% Research 30% Emailing 45% If you need additional information, please do not hesitate to contact me.
Thanks
Ashwini
