Technical Support Specialist

Sutherland - Rochester, NY3.6

Sutherland is seeking a motivated and passionate person to join us as a LV1 Tech Support Engineer providing technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging client products.

Bachelor's Degree in technical field preferred, with previous experience required supporting large enterprise Customers

Support incidents can range from various hardware and/or software issues with client storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues.

Resolve Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport.

Storage support, 3-4+ Years of experience. 2+ years of relevant technology experience
Understanding of Fiber Channel, iSCSI, NFS, SMB/CIFS, FCoE, NDMP
Break fix - knowledge and experience with NetApp FAS series arrays
Good Understanding of SAN & NAS hardware, core, MCC (NetApp MetroCluster), Storage Based Data Protection,
In-depth knowledge of Widows Registry, Windows Client Operating System, user profiles and security and server-based software.
Must be familiar with networking protocols and OSI levels from 2-7 and hardware. Network protocols, Switches, Hubs etc…
Ability to debug, how to read debug and what it means.
Understand Performance Monitoring tools such as OnCommand
Windows File system understanding and working knowledge of data protection are backups, restores, disaster recovery. mechanisms involving local snapshots
SAN: Covers the troubleshooting of initiator / targets relationships using block level protocols (iSCSI and FCP), along with Fiber channel switch
NAS: Covers the troubleshooting of client / server / Storage relationships using file level protocols (CIFS and NFS), generic Networking issues (internal or external)
Virtualization concepts - Hypervisor and/or VMWare ESXi
Clouds fundamentals - AWS, Google Cloud and MS Azure
Demonstrate excellent written and verbal communications skills in English and one of the following languages:
Utilizing soft skills to de-escalate a case and or prevent and escalation. Required
Capable of engaging in verbal discussion; understanding appropriate use of cross-cultural vernacular. Required
Establish technical credibility with a wide range of customer contacts; ability to “read” the customer and modify behavior/approach to fit the situation.
Capable of conveying thoughts in a clear and concise manner.