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Technical Support Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

Resolve Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport. Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers. 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 provide the most effective solutions to customer issues. Create new knowledge base articles to share information for reuse throughout the Technical Support Center. Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications. Begin to focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise.Job RequirementsRequirements Good written and verbal communication skills. Good interpersonal communication and customer service skills are needed in order to 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 engineering principles and practices. Creative approach to problem solving. Basic understanding of the following protocols and applications -NFS, the UNIX remote file sharing protocol-CIFS, the Windows NT remote file sharing protocol -SAN connectivity methodologies for storage systems-TCP/IP and Networking -RAID-NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS) -NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems-The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.) Responsibility and Interaction Responsibility-The types of tasks this individual is responsible for are a mix of structured and unstructured tasks. -This individual will apply attained experiences and knowledge in solving routine to moderately complex problems. Interaction-This individual interacts primarily with Staff to Director level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required. -General direction is provided on routine work, and detailed direction is provided on new projects and assignments; as well as on-going review of activities and priorities.-The ideal candidate will be an important contributor or lead on team projects.Education and ExperienceEducation & Experience A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience; and 2 - 4 years of experience in UNIX, Windows networking administration or technical support is required.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-4


Network Administration | Software Engineer | System Administration | System Analyst/Tech Architect
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