Bilingual technical support engineer l1

Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer 1 typically provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues. It includes troubleshoot protocols running on NetApp hardware to assist Customer with problem isolation and resolution. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!



Key Responsibilities:

· 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 NetApp’s proprietary operating system, OnTap, and troubleshooting NetApp hardware issues.

· Some opportunity, after training, to work on small volumes of Top Enterprise Accounts (NetApp’s highest priority customers) and SupportEdge Premium cases (customers with a higher level of support agreement).


Qualifications:


· Good written and verbal communication skills.

· Good interpersonal communication and Customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations.

· Basic understanding of some of the following protocols and applications:

· NFS, the UNIX remote file sharing protocol

· CIFS, the Windows NT remote file sharing protocol

· TCP/IP

· Networking (OSI Model, 7 layers)

· RAID

· Microsoft Exchange and/or Veritas software.

· Strong aptitude for learning new technologies and understanding how to utilize them in a Customer facing environment.

· Ability to follow standard engineering principles.

Profesional

Universitaria

Ingeniería de sistemas Computación

Ingeniería de redes y telecomunicaciones

Ingenierìa De Software

2 años de experiencia

1 Vacante