Technical Support Engineer I - Storage & Networking

Sutherland; Bogotá; Presencial; COP 18.000.000 - 30.000.000; Jornada completa

Descripción de la vacante

Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer 1. This entry-level role provides diagnosis, reproduction, and resolution of software and hardware issues, with initial focus on NetApp OnTap and troubleshooting NetApp hardware.

You will support NetApp customers by resolving problems via telephone, web, or AutoSupport, researching issues, and proposing action plans.

Formación

• Excellent written and oral English skills (B2+).
• Strong interpersonal and customer-service abilities in high-stress situations.
• Quick learner with ability to grasp new technologies and processes.
• Ability to follow standard troubleshooting protocols.

Responsabilidades

• Resolve customer problems via telephone, the web or AutoSupport.
• Research customer issues promptly and provide recommendations and action plans.
• Escalate complex cases to senior engineers or escalation engineers.
• Leverage internal knowledge base and tools to provide solutions to customer issues.
• Create new knowledgebase articles to capture new learning for reuse.
• Participate in technical communications within the team to learn about new technologies.
• Gain knowledge through hand-on experience and learning environments; start with NetApp OnTap and hardware troubleshooting.
• After training, assist Top Enterprise Accounts and SupportEdge Premium cases.

Conocimientos

English proficiency

Customer service

Learning aptitude

Troubleshooting protocols

Descripción del empleo

Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer 1. This entry-level role provides diagnosis, reproduction, and resolution of software and hardware issues, with initial focus on NetApp OnTap and troubleshooting NetApp hardware.

You will support NetApp customers by resolving problems via telephone, web, or AutoSupport, researching issues, and proposing action plans.