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.
Be flexible in working in shifts (4AM IST to 6PM IST).
Required Skills:
Excellent troubleshooting skills, and passion for problem solving and investigation
Understanding of Storage Hardware Architecture (Partitioning / RAID)
Excellent knowledge of Operating Systems including (Windows 2012, 2008, Linux)
Strong troubleshooting experience with Ethernet, TCP/IP routing,Multipathing, FC/FCOE and iSCSI protocols.
Working knowledge of FC and IP switches (CISCO / Brocade)
Should be able to identify and troubleshooting Storage/Host connectivity issues
The ability to diagnose complex problems and deliver analyses of root causes across a stack of complex applications, OS, Network switching and storage elements.
Working knowledge of popular hypervisors such as Vmware and Hyper-V
Candidate having experience in sizing, performance analysis, and troubleshooting of data storage systems, host appliance experience is a plus.
Knowledge on one of the cloud provider configurations and troubleshooting for multi-protocol
Desired Skills:
Working Knowledge on Unix
Good to have knowledge of NetApp Product portfolio and working knowledge
Hands on any Enterprise Storage
Knowledge on block storage systems
Knowledge on S3 cloud storage concepts
Education
4+ years of experience in a technical support environment.