Job Title: Netapp SME Job Status: Full Time
Department: Engineering
Reports to: Engineering Manager
Work Schedule: TBD, 7/24/365 availability by phone
POSITION SUMMARY:
- 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 OnCommand 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 staff3. Perform other duties as may be assigned or required as related to position.
POSITION COMPETENCIES:
Accuracy: Attention to detail is critical in ensuring SLAs are achieved. If SLAs are not met a Cause Analysis must be performed.
Problem Solving: Has a proficient understanding on how to triage and diagnose problems as they pertain to the assigned cases.
Teamwork: Able to work respectfully with all members of the team and is willing to share experience as well as all lessons learned along the way.
Documenting: Providing concise and detailed information into Salesforce on a continual basis.
Adaptation: Learns quickly in the context of an activity when giving the proper direction and guidance.
Contribution: Provide feedback on identifying improvements and processes within Engineering and Support.
SKILLS & ABILITIES:
Education:
- Two-year college degree or OEM certification is preferred.
Experience:
- 5 - 8 years of prior experience with Netapp hardware break-fix maintenance.
Job Specific Abilities:
- Strong communication, organizational and interpersonal skills.
Computer Skills:
- Computer proficiency with Microsoft and Internet applications.
- Familiarity with remote conferencing tools such as GoToMeeting, Zoom, or Microsoft Teams.
- Salesforce knowledge preferred.
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