全球最佳雇主NetApp---Technical Support Engineer Intern (Ja...(NetApp Dalian Branch，技术支持)
- 有效日期：2017年09月14日 至 2017年11月13日
- 招聘人数：4 人
全球最佳雇主NetApp---Technical Support Engineer Intern (Ja... 职位描述：
As a Technical Support Engineer, you will provide entry-level technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging NetApp products. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues.
To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.
2. Essential Functions:
•Resolve Warranty and SupportEdge Standard customer problems via the telephone, the web or AutoSupport.
•Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
•Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
•Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
•Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
•Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
•Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments. The initial focus is on learning NetApp’s proprietary operating systems, Data ONTAP or E-Series Operating System (EOS), as well as troubleshooting NetApp hardware issues.
•Some opportunity, after training, to work on small volumes of Major Account (NetApp’s highest priority customers), Government, and SupportEdge Premium cases (customers with a higher level of support agreement).
3. Job Requirements:
•Good written and verbal communication skills.
•Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.
•Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
•Ability to follow standard engineering principles and practices.
•Creative approach to problem solving.
•Basic understanding of the following protocols and applications:
-NFS, the UNIX remote file sharing protocol
-CIFS, the Windows NT remote file sharing protocol
-SAN connectivity methodologies for storage systems
-TCP/IP and Networking
4. Responsibility and Interaction:
-The types of tasks this individual is responsible for are well defined and utilize and build understanding of standard principles and practices within a team environment.
-This individual interacts primarily with their direct manager and the technical team on assigned projects, and may communicate with employees in other functions as required.
-Regular and detailed direction is provided, as well as on-going review of activities and priorities.
-The ideal candidate will be an important contributor to team projects.
5. Education & Experience:
•Most new employees in this position have 0-2 years of experience.
•A Technical Certification or Trade Degree with 2 years of work experience or Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience required.
•Experience in UNIX,Windows, Networking Administration, Technical Support is preferred.
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NetApp Technology / Leading Innovative Technology and data management solutions
NetApp is a $3 billion, Fortune 1000 company with 10,000 employees worldwide, but unless you write code or support a data management system driven by NetApp® technology, you might not know what we do. That’s OK; we are not exactly a household name.
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We work hard at NetApp, but we also understand the importance of supporting a healthy, happy lifestyle; having a diverse work environment; and doing our part for our global environment.
FORTUNE magazine recently ranked us #5 on its 2011 "100 Best Companies to Work For" list, up from #7 in 2010 (#1 in 2009), thanks in part to our unique offering of employee benefits and our employee enthusiasm. Creating a healthy work environment plays an important role in building employee enthusiasm and fostering the collaboration and creativity for which NetApp is known. Our daily activities and events help us build our community and maintain a healthy balance between work and play. In addition to a great work environment, you’ll get to work on one of the leading innovative storage and data management solutions in the industry.
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