Friday, August 7, 2020

Netapp Subject Matter Expert - Technical Support (4-8 yrs) (Algo Hire)

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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