Job Summary 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. • 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. Job Requirements 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. Education 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.
