Technical Support Engineer L1

Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer 1 typically provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues. It includes troubleshoot protocols running on NetApp hardware to assist Customer with problem isolation and resolution. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Technical Support Engineers assist NetApp Customers by providing a range of technical support including: Resolve Customer problems via the telephone, the web or AutoSupport. Research Customer issues in a timely manner and follow up directly with the Customer with 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 add to knowledge base in order to provide solutions to customer issues. Create new knowledgebase articles to capture new learning for reuse throughout the center. Participate in technical communication within the Technical Support Engineering team to 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. Initial focus is on learning NetApp’s proprietary operating system, OnTap, and troubleshooting NetApp hardware issues. Some opportunity, after training, to work on small volumes of Top Enterprise Accounts (NetApp’s highest priority customers) and SupportEdge Premium cases (customers with a higher level of support agreement). Advanced written and verbal communication skills in English (B2 or higher) 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 research and troubleshooting processes. Basic understanding of some of the following protocols and applications: Storage (NAS / SAN) Networking - TCP/IP Hardware / RAID Operating Systems (Windows / Unix) Data Protection (Backup and recovery)