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!

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).

• 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)