Technical Support Engineer L1

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Technical Support Engineers assist NetApp Customers by providing a range of technical support including:  

• Resolve 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 add to knowledge base in order to provide solutions to customer issues. 
• Create new knowledgebase articles to capture new learning for reuse throughout the center. 
• Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications. 
• Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments. Initial focus is on learning NetApp’s proprietary operating system, OnTap, and troubleshooting NetApp hardware issues. 
• Some opportunity, after training, to work on small volumes of Top Enterprise Accounts (NetApp’s highest priority customers) and SupportEdge Premium cases (customers with a higher level of support agreement). 

• Good written and verbal communication skills in English (B2 or higher) 
• 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  

Our employees enjoy: 

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts. 
• Annual merit increase based on performance. 
• Paid Training whether onsite or in work at home. 
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented. 
• Excellent training and supervisory support - to help you feel comfortable servicing our customers. 
• Competitive Salary with attractive and attainable PBI structure. 
• Paid vacation and sick leave annually. 
• Exceptional Health and Life Insurance Plan 
• Paid referral program 
• Career development & growth opportunities for advancement. 
• Excellent Reward and recognition programs.