NetApp Technical Support Engineer 

China, Liaoning, Dalian 

183170396

• Resolve Warranty, Major Account, Government, and Support Edge Premium and Standard customer problems via the telephone, the web or Auto Support.
• 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.

• A Bachelor of Science Degree in Computer Science Electrical Engineering or related field or equivalent work experience
• 3-5 years of experience in UNIX, Windows, networking administration or technical support is required
• 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
• TCPIP 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
• 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