Technical Support Engineer L1

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Technical Support Engineers assist NetApp Customers by providing a range of technical support including:

Responsibilities

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.; Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications.; 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).

Requirements

Good written and verbal communication skills in English (B2 or higher); Good interpersonal communication and Customer service skills are needed in order work successfully with customers in high stress and 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