Technical Support Engineer

IP Networking, TCP, Technical Support, Windows, Customer Service, MS Exchange, Verbal Communication, Interpersonal Communication Communication Skills, Web Technologies

Bengaluru / Bangalore      3-5 Years

Posted: 27-Oct-2017


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 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 NetApps proprietary operating system, OnTap, and troubleshooting NetApp hardware issues.
- Some opportunity, after training, to work on small volumes of Top Enterprise Accounts (NetApps highest priority customers) and SupportEdge Premium cases (customers with a higher level of support agreement).

Job Type

Full Time Jobs

Role

IT/ Networking (EDP) - Manager

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