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! **Qualifications**: **Essential Functions**: **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. - 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 SupportEdge Premium cases (customers with a higher level of support agreement). **Typical skills**:Good written and verbal communication skills. - 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. - 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