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Job Description
Technical Support Specialist
Dedicated technical support specialist with extensive experience in diagnosing and troubleshooting complex software and network systems, providing high-quality assistance to customers, partners, and system administrators through various communication channels.
Key Responsibilities:
- Diagnose and troubleshoot complex software and network systems
- Provide high-quality assistance to customers, partners, and system administrators
- Address escalated issues beyond first-line support
- Collaborate with engineering and development teams to drive product improvements
- Support users of advanced technical products
- Create, update, and manage knowledge base articles
- Foster positive customer relationships and ensure satisfaction
Requirements:
- Good understanding of storage concepts and infrastructure
- Database principles (My SQL)
- Networking concepts (DHCP, TCP/IP, UDP, SNMP, packet traces)
- Windows and Linux Operating Systems
- Basic understanding of hypervisor (Hyper-V/VMware) and remote authentication methodology (LDAP, SAML)
- Data protection and backups
- Storage protocols (i SCSI, FC, FCo E, NFS, SMB/CIFS)
- REST API methodology
Desirable Skills:
- On Command products suite
- Net App Storage System operating systems such as Data ONTAP
- Scripting or programming languages such as Python, Java, Perl
- Tools, logs, and support tools needed to analyze system issues
- Net App High-Availability (HA) technology
- Industry relevant certifications (NCDA, NCSE, CCNA, RHCA, VCP, MCSA)
- Kepner-Tregoe methodology, Knowledge-Centered Service (KCS) methodology
Education:
- Bachelor of Science Degree in Computer Science, Electrical Engineering or related field
- 2+ years of experience in a relevant technical support role
Language Skills:
- Fluent in English
- Proficient in Hebrew, French, or German