Language

Technical Support Engineer

Technical Support
CRM
Data Protection
Authentication
Data Management
RAID
Network Attached Storage
Netapp
Linux
UNIX
Google Cloud
Amazon Web Services
Networking
Encryption
NAS
Virtualization
Data Center
Description:

Wichita, KS & RTP, NC locations preferred, Onsite with Opportunity for Hybrid

NetApp is a Fortune 500 company that believes in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations. We are designed for simplicity, focused on data protection, and open to enriching customer solutions for on-premise and/or cloud environments.
We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business. We bring enterprise-grade data services customers rely on into the cloud, and the simple flexibility of cloud into the data center. And we do it with industry-leading solutions that work across diverse environments and the world’s biggest hyper-scale cloud providers.

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity, openness and foster a culture of belonging that enables our employees to bring the whole and best selves to do their life’s best work. We operate in this environment not because it is popular, but simply because it’s in our DNA. We push limits and reward great ideas. What is your great idea? Who do we look for? Are you a continuous learner who wants to join an empowered team of forward-thinking, smart, dedicated technologists that approaches every problem with fresh eyes? If you answered yes, you may be who NetApp is looking for!

We recognize that not everyone fits neatly into any checklist, but below are some of the skills and experience we think will help make you successful in this role. If you don’t match everything on this list but are excited about the opportunity and think you could contribute, we’d love to hear from you!

Job Description:

We are seeking an energized, self-motivated, team player to work in a fast-paced, high-pressured, dynamic environment providing remote technical support to NetApp Customers, Partners, and Field Engineers via chat, phone, email, and remote sessions.

The Technical Support Engineer (TSE) role focuses on diagnosing, troubleshooting, and debugging technical problems associated with NetApp Hardware and Software both on premises and in the Cloud. A TSE will respond 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 documenting all pertinent information pertaining to troubleshooting and resolving issues via CRM. TSEs will capture and record all knowledge learned via the NetApp Knowledge Base.

Role 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 that can also work independently, in office and remote, with minimal supervision
  • Ability to provide complete step by step troubleshooting instructions both verbally and in writing
  • 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

Job Expectations:

  • Triage and troubleshoot NetApp systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers
  • Read and analyze various system and application logs to 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
  • Create and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
  • Ensure issues are documented thoroughly, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into CRM system
  • Understand conditions in which a field issue could be escalated
  • Collaborate with downstream teams to resolve technical issues

This is the pay range that Magnit reasonably expects to pay for this position: $33-40/Hr

Benefits: Medical, Dental, Vision, 401K

Temporary job opportunities align well with people who are looking for career flexibility and less traditional ways of working, but at the same time are people driven to deliver amazing work in high-profile situations. Magnit Direct Source is a service offered by Magnit Global that provides top talent directly to industry leading clients who have flexible temporary assignments that work on a variety of projects and unlock opportunities for exciting work. As a temporary employee, you will be employed by Magnit Global, NetApp’s vendor responsible for fulfilling temporary jobs at NetApp. You will not be employed by NetApp.

QUALIFICATION/ LICENSURE :
  • Work Authorization : Green Card, US Citizen
  • Preferred years of experience : 2+ Years
  • Travel Required : No travel required
  • Shift timings: 9am-5pm
Job Location Durham, North Carolina
Pay USD 33.00 - USD 40.00 Per Hour
Contract Duration 3 month(s)