Chronic Technical Support Engineer - Mon-Fri - 1st shift

Description:This engineer will be responsible for resolving "Chronic Cases" within Technical Support. The vision of the "Chronic Case Team" is to proactively analyze "like" cases on "like systems" with the intention to identify and resolve the root cause causing the repeat issues. A "Chronic Case" will be defined as a single serial number reporting four cases within a forty five day period. You will troubleshoot protocols running on NetApp hardware to assist customer with problem isolation and resolution. 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.Essential Functions:- Resolve Warranty, Top Enterprise and SupportEdge Premium 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 provide the most effective solutions to customer issues. - Create new knowledgebase articles to capture new learnings for reuse throughout the center.- Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer. - Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.- Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.Education and Experience:- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or 7 + years of experience in UNIX, Windows networking administration or technical support is required.Qualifications:Requirements:- Good written and verbal communication skills. - Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations. - Basic understanding of some of the following protocols and applications: - NFS, the UNIX remote file sharing protocol- CIFS, the Windows NT remote file sharing protocol- TCP/IP- Networking- RAID- Microsoft Exchange and/or Veritas software. - 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.- Must have at least 1 or more areas of expertise such as: backup and recovery, Exchange DR, Veritas, Lotus Notes, Linux, AIX, or networking; including at least 2 years of experience working in that particular specialty.Responsibility and Interaction:- Responsibility: - The tasks this individual is responsible for are often non-routine and unstructured, requiring creative solutions.- This individual will apply attained experiences and knowledge in solving routine to moderately complex problems.- Interaction: - This individual must work effectively with Staff to Vice President level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required.- Limited management direction is provided to employee on new projects or assignments as well as review of activities and priorities.- The ideal candidate will be a proactive contributor and subject matter expert on team projects.- To be successful, this individual must demonstrate favorable results through coaching and influencing others. The ideal candidate will be an important contributor or lead on team projects.Salary/Benefits: Salary commensurate with experienceTo learn more about NetApp employee benefits go to: http://www.netapp.com/jobs/benefits.htmlJob Location: Research Triangle Park, NCJob Number: RUSANAP2121-593130Company URL: http://www.netapp.comCompany Profile:NetApp creates innovative storage and data management solutions that help accelerate business breakthroughs and deliver outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today.Customers around the world choose us for our "go beyond" approach and broad portfolio of solutions for business applications, storage for virtual servers, disk-to-disk backup, and more. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before. You can rely on our industry-leading solutions to lower the cost of protecting your data, business, and reputation.We bring together the industry's best partners and technology to deliver services that help you maximize what you are getting from your infrastructure. Our collaborative approach, working as one team with one goal, means that you get a solution that is just right for you-on time and on budget. To support your global business, we provide highly-responsive support in local languages. From London to Austin, from Bangalore to Tokyo, well work with you to solve your problems and help you reach your goals.Discover our passion for helping companies around the world go further, faster at www.netapp.com