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Kansas Employer Academy - Technical Support Engineer (Multiple Positions) in Wichita, Kansas

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12818418

Job summary

The Sales, Services and Support (S3) Academy is designed or entry-level talent. It includes a robust 90 day training, business integration support, and other tailored programs to promote professional development and community. During this training, Academy Participants gain the foundational knowledge needed to have a basic understanding of the Storage Industry, NetApp, and products and solutions. Additionally, they effectively develop transferable soft skills that will allow them to excel within the organization and in their long- term careers.

We are seeking anenergized,self-motivated, team playerto work in a fast-paced, high-pressured,dynamicenvironment providing remote technical support to NetApp Customers, Partners,andField Engineers viachat,phone, email, and remote sessions.The Technical Support Engineer (TSE) rolefocuses on diagnosing, troubleshooting, anddebugging technical problemsassociated with NetApp Hardware and Softwareboth on premises and in the Cloud.A TSEwillrespond to situations where first-line product support has failed to isolate or fix problems in the field. TSEs are expected to be able to handle multiple concurrent issues while documentingall pertinent information pertaining totroubleshooting and resolving issues viaCRM. TSEswill captureand record allknowledge learnedvia the NetAppKnowledgeBase.

Responsibilities include:

  • Triage and troubleshoot NetApp systems and productsviachat, phone, email and remote sessions with customers, partners, and internal field engineers Read and analyze various system and application logsto determine where an issue is.
  • Ask customers targeted questions to diagnose problems and provide timely solutions. Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action
  • Provide timely updates to customers on status and progress of cases and properly set expectations. Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
  • Createand/orimprove Support Knowledge Base to document issues, errors, and solutionssorepeatedproblems can be solved quicker. Ensure issues are documented thoroughly, clearly citing customers problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent informationinto CRM system
  • Understand conditions in which a field issue could be escalated Collaborate with downstream teams to resolve technical issues

Job requirements

  • Highly proficient written and verbal communication skills Ability to work under pressure and respond calmly in high stress situations
  • Desire to constantly learn and work on ever evolving and emerging technologies Team oriented individual thatcanalsowork independently, in office and remote, with minimal supervision
  • Ability to provide complete step by step troubleshooting instructions bothverbally and in writing and can demonstrate proficient problem solving, troubleshooting, and diagnosis skills Basic technical understanding in two or more of the following areas:Computer hardware or software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud (Google Cloud, AWS, Azure), Virtualization, Performance (Resource utilizations or infrastructure bottlenecks), Windows, Unix or Linux)