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About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. We embrace diversity and openness because it's in our DNA.
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization."-George Kurian, CEO
Technical Support Engineer - French/Spanish speaker
Cork, Munster, Ireland
Job category: Customer Support
Job ID: 127946-en_US
Job summary
As a Technical Support Engineer, you will provide 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.
Job requirements
* Provide technical support via telephone, web or autosupport.
* Research customer issues in a timely manner and follow up directly with the Customers with recommendations and action plans.
* Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to facilitate solutions most quickly for customers.
* 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.
* Gain knowledge and expertise through hands-on experience, self-study and through a variety of learning environments.
* Share best practices with Technical Support Center staff and learn about new technologies and complementary storage applications.
Your profile
* Good written and verbal communication skills in English & French/Spanish languages (must be fluent).
* Good interpersonal communication and customer service skills.
* Strong aptitude for learning new technologies.
* Creative approach to problem solving.
* Solid understanding of IT technologies.
* Troubleshooting of software products.
* Windows file sharing, Linux file sharing, Virtualization and Cloud Technologies, Storage, RAID.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
If you want to help us build knowledge and solve big problems, let's talk.
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