Direct message the job poster from Sutherland IT Enterprise Recruiter @ Sutherland | IT Recruitment, Talent Attraction, Hiring, Selection Process, Selection Analyst Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer 1 . This role typically provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues. It includes troubleshooting protocols running on NetApp hardware to assist customers 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 the 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 complementary storage applications. Gain knowledge and expertise through hands-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). Qualifications Good written and verbal communication skills in English (B2 or higher). Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high-stress 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. Additional Information Our employees enjoy: Competitive compensation packages inclusive of base pay, incentives, overtime, and shift differentials for certain shifts. Annual merit increase based on performance. Paid training whether onsite or work from home. Discounts for several corporate and retail partners for services and products once Sutherland ID is presented. Excellent training and supervisory support to help you feel comfortable servicing our customers. Competitive salary with attractive and attainable PBI structure. Paid vacation and sick leave annually. Exceptional health and life insurance plan. Paid referral program. Excellent reward and recognition programs. Seniority level Entry level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr