Technical Support Engineer L1
Core
Entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues, specifically troubleshooting protocols on NetApp hardware to assist customers with problem isolation and resolution.
Role type
L1 Technical Support Engineer
Builds
Customer problem resolution via telephone, web, or AutoSupport
Domain
Storage infrastructure (NetApp)
Deliverable
client delivery
Required skills
troubleshooting protocols, storage (NAS/SAN), networking (TCP/IP), hardware/RAID, operating systems (Windows/Unix), data protection (backup/recovery)
Preferred skills
advanced written and verbal communication in English, interpersonal communication, customer service, aptitude for learning new technologies
Technologies
NetApp OnTap, AutoSupport
Responsibilities
Resolve customer problems via telephone, web, or AutoSupport; research customer issues and provide recommendations; escalate complex cases to senior engineers; leverage internal expertise to update knowledge base; create new knowledgebase articles; participate in team technical communication; gain expertise through self-study and training
Seniority
Entry-level, L1
