Company Description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, theyre our core expertise.

We work with global iconic brands. We bring them a unique value proposition through marketleading technologies and business process excellence. At the heart of it all is Digital Engineering the foundation that powers rapid innovation and scalable business transformation.

Weve created 363 unique and independent inventions, 250 of which are AIbased and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless asaservice model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we dont just enable change we engineer digital outcomes.

Job Description

Sutherland is seeking an attentive and goaloriented person to join us as a Technical Support Engineer 1 typically provides entrylevel technical support for diagnosing, reproducing, and fixing software and hardware issues. It includes troubleshoot protocols running on NetApp hardware to assist Customer with problem isolation and resolution. We are a group of driven and hardworking individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

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 higherlevel 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 handon experience, selfstudy, and through a variety of learning environments. Initial focus is on learning NetApps proprietary operating system, OnTap, and troubleshooting NetApp hardware issues.
Some opportunity, after training, to work on small volumes of Top Enterprise Accounts NetApps highest priority customers and SupportEdge Premium cases customers with a higher level of support agreement.

Qualifications

Advanced written and verbal communication skills in English B2 or higher
Good interpersonal communication and Customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
Ability to follow standard research and troubleshooting processes.
Basic understanding of some of the following protocols and applications

Storage NAS SAN
Networking TCP IP
Hardware RAID
Operating Systems Windows Unix
Data Protection Backup and recovery
Bolsa de trabajo Colombia ofrecemos puesto de Technical Support Engineer L1 para el sector de Informatica Telecomunicaciones en la empresa Sutherland Integral Services SGS de Bogotá, D.C.. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.

📌 Technical Support Engineer (Bogotá)
🏢 Sutherland Global Services SGS
📍 Bogotá