Technical Support Engineer

Technical Support Engineer

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.
If you’re a motivated self-starter, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. simply, we’d like to meet you.

Job Requirements

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.

Required Skills: 
•    Excellent troubleshooting skills, and passion for problem solving and investigation
•    Understanding and strong troubleshooting experience with File sharing protocols and application: - CIFS, NFSv3, NFSv4, Citrix, Hyper-V and VMware    
•    Excellent knowledge of Operating Systems including (Windows servers 2008, 2012, 2016, UNIX, Linux, RHEL)
•    Strong troubleshooting experience with Ethernet, TCP/IP networking protocol.
•    Strong troubleshooting knowledge on DNS, LDAP, NIS, DC, AD and Kerberos.
•    Should be able to identify and troubleshoot SMB and NFS authentication and authorization issues.
•    Strong knowledge and experience in troubleshooting issues on either NFS or CIFS or TCP/IP is mandatory.
•    The ability to diagnose complex problems and deliver analyses of root causes across a stack of complex applications, OS, Network switching and storage elements.
•    Candidate having experience in administration and troubleshooting of NetApp 7 Mode and C Mode is a plus.
•    Exposure on working with VSCAN, Fpolicy is a plus.
•    Knowledge on tools like perfstat, wireshark, netmon, ASUP logs is a plus.

Education

B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college with  5 to 8 years of related experience.

Experience Level

Mid Level