Onsite Technical Support Engineer – Maiden, NC

Job Summary

As an Onsite Technical Support Engineer, you will provide onsite data center technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing NetApp products.  This is a long-term contract job that will be located in the Maiden, NC.


To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills.

Essential Responsibilities

  • Resolve customer’s Netapp problems onsite in consultation with remote support personnel via the telephone and/or the web.
  • Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
  • Escalate cases to other more senior Technical Support 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 runbooks, and other internal tools, to provide the most effective solutions to customer issues.
  • Create new knowledge base runbooks to share information for re-use throughout the Netapp technical support group.
  • Share best practices with technical staff and learn about new storage technologies.
  • Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments. The initial focus is on learning NetApp’s operating systems, Data ONTAP 7-mode and E-Series Operating System, as well as troubleshooting NetApp hardware issues as part of a multi-vendor computing environment.

Job Requirements

  • Good written and verbal communication skills.
  • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress situations
  • Ability to perform hardware and Data Ontap 7-mode software installation of current generation of Netapp hardware
  • Ability to follow standard engineering principles and practices.
  • 2~3 years of Netapp experience preferred
  • Logical approach to problem solving.
  • Training and/or certification on NetApp Storage operating systems such as Data ONTAP or E-Series Operating System.
  • Ability to interpret system logs, and utilize support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
  • Basic understanding of the following protocols and applications:
    • NFS, the UNIX remote file sharing protocol
    • CIFS, the Windows NT remote file sharing protocol
    • SAN connectivity methodologies for storage systems
    • TCP/IP and Networking
    • RAID storage principles


Applicants should apply to Human Resource. No phone calls please

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