Technical Support Engineer L1 - Bilingual, Networking and Storage

Descripción de la oferta

Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer 1 typically provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues. It includes troubleshoot protocols running on NetApp hardware to assist Customer with problem isolation and resolution. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Technical Support Engineers assist NetApp Customers by providing a range of technical support including:

- Resolve 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 add to knowledge base in order to provide solutions to customer issues.
- Create new knowledgebase articles to capture new learning for reuse throughout the center.
- Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications.
- Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments. Initial focus is on learning NetApp’s proprietary operating system, OnTap, and troubleshooting NetApp hardware issues.
- Some opportunity, after training, to work on small volumes of Top Enterprise Accounts (NetApp’s highest priority customers) and Support Edge Premium cases (customers with a higher level of support agreement).

Qualifications

- Good written and verbal communication skills in English (B2 or higher)
- Good interpersonal communication and Customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- Ability to follow standard research and troubleshooting processes.

Basic understanding of some of the following protocols and applications:

- Storage (NAS / SAN)
- RAID configurations
- Networking - TCP/IP
- Hardware / RAID
- Operating Systems (Windows / Unix)
- Data Protection (Backup and recovery)
- Virtualization

This is a remote position in a 24x7 operation. Enjoy the best benefits of working for a Great Place to Work company!!

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 1 año de experiencia
• Idiomas: Inglés
• Conocimientos: Linux, Networking, Windows

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: apoyo, support, soporte, ingeniero, engineers, ingeniera, ing, engineer

Hace 8 horas (actualizada)

Acerca de Sutherland Global Services SGS

Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle.
Headquartered in Rochester, N.Y., Sutherland is one of the world’s largest independent BPO across 40+ operation centers and business operations located in Brazil, Bulgaria, Canada, China, Colombia, Egypt, India, Jamaica, Malaysia, M...

Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle.
Headquartered in Rochester, N.Y., Sutherland is one of the world’s largest independent BPO across 40+ operation centers and business operations located in Brazil, Bulgaria, Canada, China, Colombia, Egypt, India, Jamaica, Malaysia, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States.

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