This job was posted by https://www.kansasworks.com : For more
information, please see: https://www.kansasworks.com/jobs/12818418
Job summary
The Sales, Services and Support (S3) Academy is designed or entry-level
talent. It includes a robust 90 day training, business integration
support, and other tailored programs to promote professional development
and community. During this training, Academy Participants gain the
foundational knowledge needed to have a basic understanding of the
Storage Industry, NetApp, and products and solutions. Additionally, they
effectively develop transferable soft skills that will allow them to
excel within the organization and in their long- term careers.
We are seeking anenergized,self-motivated, team playerto work in a
fast-paced, high-pressured,dynamicenvironment providing remote technical
support to NetApp Customers, Partners,andField Engineers viachat,phone,
email, and remote sessions.The Technical Support Engineer (TSE)
rolefocuses on diagnosing, troubleshooting, anddebugging technical
problemsassociated with NetApp Hardware and Softwareboth on premises and
in the Cloud.A TSEwillrespond to situations where first-line product
support has failed to isolate or fix problems in the field. TSEs are
expected to be able to handle multiple concurrent issues while
documentingall pertinent information pertaining totroubleshooting and
resolving issues viaCRM. TSEswill captureand record allknowledge
learnedvia the NetAppKnowledgeBase.
Responsibilities include:
- Triage and troubleshoot NetApp systems and productsviachat, phone,
email and remote sessions with customers, partners, and internal
field engineers Read and analyze various system and application
logsto determine where an issue is.
- Ask customers targeted questions to diagnose problems and provide
timely solutions. Research documentation and knowledgebase articles
and collaborate with team members to determine proper
troubleshooting course of action
- Provide timely updates to customers on status and progress of cases
and properly set expectations. Prioritize and manage several open
issues at one time, while quickly determining if issues are more
complex and need to be escalated to next tier
- Createand/orimprove Support Knowledge Base to document issues,
errors, and solutionssorepeatedproblems can be solved quicker.
Ensure issues are documented thoroughly, clearly citing customers
problem, business impact, troubleshooting steps, any steps taken to
reproduce the issue, resolution, and any other pertinent
informationinto CRM system
- Understand conditions in which a field issue could be escalated
Collaborate with downstream teams to resolve technical issues
Job requirements
- Highly proficient written and verbal communication skills Ability to
work under pressure and respond calmly in high stress situations
- Desire to constantly learn and work on ever evolving and emerging
technologies Team oriented individual thatcanalsowork independently,
in office and remote, with minimal supervision
- Ability to provide complete step by step troubleshooting
instructions bothverbally and in writing and can demonstrate
proficient problem solving, troubleshooting, and diagnosis skills
Basic technical understanding in two or more of the following
areas:Computer hardware or software, Storage, RAID, Networking, NAS,
SAN, Authentication, Encryption, Cloud (Google Cloud, AWS, Azure),
Virtualization, Performance (Resource utilizations or infrastructure
bottlenecks), Windows, Unix or Linux)