Graduate Technical Support EngineerAcademy
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
- Triage and troubleshoot NetApp systems and productsviachat phone email and remote sessions with customers partners and internal field engineers
- Read and analyze various system and application logsto determine where an issue is.
- Ask customers targeted questions to diagnose problems and provide timely solutions.
- Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action
- Provide timely updates to customers on status and progress of cases and properly set expectations.
- Prioritize and manage several open issues at one time while quickly determining if issues are more complex and need to be escalated to next tier
- Createand/orimprove Support Knowledge Base to document issues errors and solutionssorepeatedproblems can be solved quicker.
- Ensure issues are documented thoroughly clearly citing customers problem business impact troubleshooting steps any steps taken to reproduce the issue resolution and any other pertinent informationinto CRM system
- Understand conditions in which a field issue could be escalated
- Collaborate with downstream teams to resolve technical issues
Job Requirements
- Highly proficient written and verbal communication skills
- Ability to work under pressure and respond calmly in high stress situations
- Bilingual skills on Korean and Japanese both verbal and written communication.
- Desire to constantly learn and work on ever evolving and emerging technologies
- Team oriented individual thatcanalsowork independently in office and remote with minimal supervision
- Ability to provide complete step by step troubleshooting instructions bothverbally and in writing
- Can demonstrate proficient problem solving troubleshooting and diagnosis skills
- Basic technical understanding in two or more of the following areas:
- Computer hardware or software Storage RAID Networking NAS SAN Authentication Encryption Cloud (Google Cloud AWS Azure) Virtualization Performance (Resource utilizations or infrastructure bottlenecks) Windows Unix or Linux.
- AI fundamentals
Education
- Typically requires no previous professional experience.
- Bachelors or Masters Degree
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
At NetApp, our top priority is the health and safety of our event attendees and employees, including every community around the world being impacted by COVID-19. As a result, we have decided to reimagine our annual NetApp INSIGHT Paris and Berlin events to be fully digital. We’re als ... View more
