The position:

You will be responsible for resolving multi-level technical support issues for Network Appliance Filer products.

You will be providing multi-level technical support for diagnosing, reproducing, and/or fixing software/hardware issues such as:

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NFS, the UNIX remote file sharing protocol;

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CIFS, the Windows 2000 / 2003 remote file sharing protocol;

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Network Appliance's dedicated multi-protocol network file servers which feature an innovative architecture, optimized file system

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Write Anywhere File Layout (WAFL ä) and powerful proprietary micro-kernel based operating system - Data ONTAPä - which features an integrated RAID protection for data security.

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Support client management applications – include database (relational / electronic mail) and regular file backup and recovery, server storage consolidation and monitoring tools.

You will:

-          Resolve customer problems via the telephone, WEB, E-mail, Chat or AutoSupport (Automated E-mail response system)

-          Be responsible for addressing customer technical issues through the use of technical expertise, knowledge base, and any tools which provide for the customer's success.

-          Initiate, frame, diagnose, track and resolve customers' technical issues and address them immediately or escalate the case to the appropriate level of support in a collaborative manner.  

-          Will partner with other technical staff members in support of various processes of the case management cycle and other functions that may be assigned.

The Ideal Candidate:

·         Should possess a BS degree (or equivalent) in Computer Science, Electrical Engineering, or related field

·         H as 2 (+) years experience in UNIX (including NFS) and/or Windows 2000 / 2003 system administration or technical support.

·         Intermediate level networking knowledge is essential.  

·         Experience in one or more the following disciplines - SAN, Databases (e.g. Oracle, SQL Server), Data Protection and High Availability Systems (RAID, Clusters, Mirroring, Replication) – is highly desirable.

·         Excellent communications skills and demonstrate the ability to communicate on varying technical levels.  

·         Good listener, creative, intuitive, problem solver, multitasker, knowledge sharer and able to generalize/handle ambiguity.

·         You must be independent, team player, self-confidence and have the ability to manage stress.

If you are self-motivated, self-learner, customer oriented, resourceful, enthusiastic, passionate about technology and should welcome a challenge in the context of an exciting and leading-edge storage technology environment, you have a place with us.

Languages:

Candidates must have fluent speaker Japanese level and English is a plus.