NetApp Specialist/Subject matter Expert L3 - Technical Support (3-6 yrs) (Andor Tech)

Provides a high level of customer satisfaction through the effective delivery of technical support. Customer support specifications may include product maintenance, performance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, and the use of system level diagnostics. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer issues which may also be fulfilled by backline assistance and guidance of the helpdesk team.

ESSENTIAL JOB FUNCTIONS:

1. Responsible for being the final point of escalation for the level 1 through 3 helpdesk staff regarding hardware and maintenance issues on the NetApp FAS, E-series, AFF, and other ONTAP based platforms as well as common troubleshooting issues with the On-Command suite.

2. Continue expanding knowledge on NetApp product lines as technology progresses

3. Manage escalated break-fix issues through Salesforce case reporting.

4. Provide guidance to the Service Delivery team regarding commonly failed hardware components for proactive parts sparing.

5. Assist with configuration of dial-home alerting.

6. Assist with non-maintenance projects such as system installations, relocations, and upgrades.

7. Availability for escalation during non-business hours for high severity issues.

8. Ability to travel for scheduled work and the possibility of emergency projects.

9. Mentor and assist in developing level 3 engineering staff.

10. Regular attendance and timeliness.

OTHER JOB FUNCTIONS:

1. Attend required training sessions as assigned.

2. Create training curriculum to develop L1-L3 staff

3. Perform other duties as may be assigned or required as related to position.

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