Technical Support Engineer L1

Company Description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Job Description

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!

Technical Support Engineers assist NetApp Customers by providing a range of technical support including: 

• 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

• Advanced written and verbal communication skills in English (B2 or higher)
• Good interpersonal communication and Customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Ability to follow standard research and troubleshooting processes. 

Basic understanding of some of the following protocols and applications:

• Storage (NAS / SAN)
• Networking - TCP/IP
• Hardware / RAID
• Operating Systems (Windows / Unix)
• Data Protection (Backup and recovery)