NetApp Technical Support Engineer 

India, Karnataka, Bengaluru 

693282434

• Provide Tier II technical support to enterprise clients, Resellers and Third-party support providers on complex and escalated scenarios.
• Provide troubleshooting and technical support via phone, Web based tools and email.
• During problem escalations, act as a liaison between customers and Engineering support.
• Collaborate with other teams and experts whenever required to solve complex technical issues.
• Continuously develop skills leveraging several learning tools available at NetApp Inc. • Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers
• Research, document, and escalate cases as needed.
• Be flexible in working in shifts (4AM IST to 6PM IST).
• Able to address multiple customer issues simultaneously.
• Directly support customers with exceptional verbal and written communication and troubleshooting skills.
• Active participation in Knowledge base creation, trainings, and other documentation activities.

Required Skills:
• Good understanding on RAID Concepts across the Enterprise Storage.
• Good understanding of Complex Storage concepts related to SAN and NAS storage.
• Understanding of Storage concepts like Deduplication, Snapshot, Provisioning, boot process, Encryption etc.
• Conceptual knowledge on Hardware, OS and Filesystem.
• Knowledge on Cluster Architecture and High Availability in Enterprise Storage.
• Strong understanding of Ethernet, TCP/IP routing, FC and iSCSI protocols.
• Understanding of Service Processor/ BMC/ iLO/ RLM functionalities.
• Ability to diagnose complex problems and deliver root cause analysis across a stack of complex applications, OS, Network switching and Storage elements.

Desired Skills:
• Any of NCDA, CCNA, CCNP Data Center, SNCP, EMCSA Certifications.
• Hands on Ontap 7-mode/ Clustered administration.
• Hands on NetApp System Manager / OnCommand suite applications.
• Knowledge on any Linux variant.
• Working knowledge on popular hypervisors such as VMware, Hyper-V or Xen.
• Familiar with AWS or Azure infrastructure.
Skill Tags: FAS, AFF, MetroCluster, Switches, routers, Ontap, Datacenter, Storage, Netapp, EMC, Technical Support, TSE, CSE, Backup.

Key Behaviors:
• Be passionate-about work, people, NetApp.
• Be caring-for people and community.
• Put NetApp first-ahead of your personal agenda-and lead by example.
• Deliver on commitments.
• Hold self and others to highest ethical and legal standards.
• Ask questions to isolate the crux of a problem and remove peripheral noise.
• Implement processes that are not burdensome.
• Adaptability.
• Be open and flexible; have positive attitude toward change.
• Avoid complacency; Reinvent yourself; take on new challenges outside of expertise.
• Contribute and collaborate with other teams; jump in to help others when asked.
• Create environment of unity; no personal agendas.
• Be approachable, inclusive, accessible, respectful, and easy to work with.
• Recognize the "bigger picture" and take initiative to solve problems.
• Demonstrate sense of urgency, strive to deliver beyond what is expected.
• Target work at the highest-impact outcomes and activities; prioritize.
• Focus on task at hand; avoid being distracted by the "perfect" process.

4+ years of experience in a technical support environment.
Education: B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college.