NetApp Technical Support Engineer 

India, Karnataka, Bengaluru 

964857460

Primary Job Functions:

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.

Collaborate with other teams and experts whenever required to solve complex technical issues.

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.

Active participation in Knowledge base creation, training, 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.

Knowledge on any Linux variant.

Working knowledge on popular hypervisors such as VMware, Hyper-V or Xen.

Familiar with AWS or Azure infrastructure.

Key Behaviors:

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.

Be open and flexible; have positive attitude toward change.

Avoid complacency; Reinvent yourself; take on new challenges outside of expertise.

Create environment of unity; no personal agendas.

Recognize the “bigger picture” and take initiative to solve problems.

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.