Technical Support Engineer, L1

🔥 39 minutes ago

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🏥 Healthcare

🛡️ Insurance

✈️ Travel

💰 $300M Secondary Market on 2014-10

Healthcare • Insurance • Travel

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

📋 Description

• Provide entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues • Troubleshoot protocols running on NetApp hardware to assist customers with problem isolation and resolution • Resolve customer problems via telephone, web, or AutoSupport • Research customer issues promptly and follow up with recommendations and action plans • Escalate complex or out-of-scope cases to senior Technical Support or Escalation Engineers • Use internal technical expertise, knowledge bases, and tools to provide customer solutions and expand the knowledge base • Create knowledge-base articles documenting new learning • Participate in technical communication within the Technical Support Engineering team • Learn NetApp’s proprietary OnTap operating system and troubleshoot NetApp hardware issues • After training, support selected Top Enterprise Accounts and SupportEdge Premium cases

🎯 Requirements

• Advanced written and verbal communication skills in English (B2 or higher) • Good interpersonal communication and customer service skills for working with customers in high-stress or ambiguous situations • Strong aptitude for learning new technologies and using them in a customer-facing environment • Ability to follow standard research and troubleshooting processes • Basic understanding of storage protocols and applications, including NAS/SAN • Basic understanding of networking, including TCP/IP • Basic understanding of hardware and RAID • Basic understanding of operating systems, including Windows/Unix • Basic understanding of data protection, including backup and recovery

🏖️ Benefits

• Remote work • Learning and development through hands-on experience, self-study, and varied learning environments • Opportunity after training to work on small volumes of Top Enterprise Accounts and SupportEdge Premium cases