Sr. Associate - Technical Support

Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.

We work with businesses across a broad range of industries, including Banking & Financial Services, Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, Technology, Travel & Hospitality, and Logistics.

Job Type: Full-time

Role: Storage Technical Support Engineer

Employment Type: Full Time, Permanent

Role Category: Storage / Technical Support

Required Qualifications and Experience:

• Bachelor's Degree in IT, Computer Science, or other related fields
• 2+ years of technical support experience in Storage and/or Virtualization, Backup, Linux server, Windows server
• Creative problem solving
• Strong aptitude for learning new technologies
• Good verbal and written communication and interpersonal skills.

Preferred Skills:

Skilled in two of following technologies

• Storage (NAS, SAN), Virtualization (VMWare, Hyper-V), Enterprise Backup, Unix / Linux Server, Windows Server, TCP/IP Networking

Responsibilities and Duties:

You will provide in-depth technical support to customers, 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. Essentially you -

• Provide Remote technical support to enterprise customer on NetApp Storage platform through Zoom/Call/Email/Chat
• Resolve ONTAP OS, NFS, CIFS, FC, iSCSI, Snapmirror, OnCommand and Networking issues
• Reproduce issues by re-creating scenarios in a lab environment
• Collaborate with or escalate cases to other Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise to quickly facilitate solutions for customers
• Create new knowledge base articles to share information and best practices for reuse
• Carefully cultivate your expertise by attending technical trainings, collaborating with other TSEs, completing lab tasks

Special Perks:

• Work from home / anywhere
• No Weekend and late night shift (we work 4 AM-10:30 PM IST Mon-Fri)
• Continuous Training opportunities from experts on cutting edge IT infrastructure technologies

All your information will be kept confidential according to EEO guidelines.