Technical Support Specialist - NetApp
Position:
Technical Support Specialist - NetAppJob Description:
Our Story:
We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specializes in distribution and value-added services relating to electronic components and computer products.
At Arrow ECS we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install and maintain customer’s software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures, network traffic load balancers to name a few. Our customers can range from small businesses through to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is, fast, reliable, secure and most importantly working well for their needs.
Role Summary:
Technical Support Specialist - NetApp, delivers proactive and preventive support for NetApp systems. This role requires a strong grasp of NetApp technologies and managed services, working closely with both internal support teams and our valued customers.
We’re seeking a motivated professional who is passionate about IT services and eager to grow within our organization.
This is a fully remote vacancy.
Key Responsibilities:
Ensure operational continuity of NetApp systems on-premises or in the cloud.
Execute centralized deployment services.
Handle customer tickets in a professional way as per Arrow’s ways of working.
Provide monthly activity reports to customers.
Respond to system alerts, support tickets, and customer change requests.
Serve as the technical advisor and point of contact for customers.
Collaborate with internal teams and NetApp support to ensure a high-quality customer experience.
Stay updated on industry trends, emerging technologies, and the NetApp roadmap .
Participate in the on-call rotation to cover 24x7 service continuity.
Required Qualifications:
Degree or equivalent training in Information and Communication Technology (ICT).
Minimum 15 years of experience on NetApp products support and administration.
Strong background of Storage infrastructure platforms.
Familiarity with cloud technologies such as Azure, AWS, or Google Cloud.
Understanding of ITIL and/or Agile methodologies is a plus.
Excellent communication skills with the ability to convey technical details to non-technical stakeholders.
Role model for his team mates in both technical aspects, customer handling and professional attitude.
Team player.
Capable of working both independently and within an international team.
Strong organizational skills with the ability to prioritize and meet deadlines.
Proficiency in Portuguese, Spanish and English.
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