Technical Support Engineer L1
RemoteUnited States or Colombia
Job Summary
Diagnose, reproduce, and fix software and hardware issues for NetApp customers via telephone, web, or AutoSupport. Research problems in a timely manner to provide recommendations and action plans, escalating complex cases to senior engineers when necessary. Leverage internal expertise and knowledge bases to resolve issues and create new articles for team reuse. Focus on learning NetApp's OnTap operating system and troubleshooting hardware while participating in team communications to master new technologies. Gain hands-on experience through self-study and learning environments, with opportunities to support Top Enterprise Accounts and SupportEdge Premium cases after training. Requires advanced English communication skills and strong aptitude for learning storage, networking, and hardware protocols.
Required Qualifications
- Advanced written and verbal communication skills in English (B2 or higher)
- Good interpersonal communication and Customer service skills
- Strong aptitude for learning new technologies
- Ability to follow standard research and troubleshooting processes
- Basic understanding of Storage (NAS / SAN)
- Basic understanding of Networking - TCP/IP
- Basic understanding of Hardware / RAID
- Basic understanding of Operating Systems (Windows / Unix)
- Basic understanding of Data Protection (Backup and recovery)
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