Technical Support Engineer - Level 1

DataDirect Networks (DDN.com) is a world leader in massively scalable storage. We are the leading provider of data storage and processing solutions and professional services that enable content-rich and high-growth IT environments to achieve the highest levels of systems scalability, efficiency and simplicity. DDN enables enterprises to extract value and deliver results from their information. Our customers include the world's leading online content and social networking providers, high performance cloud and grid computing, life sciences, media production organizations and security & intelligence organizations.

We are currently seeking a Technical Support Engineer - Level 1. 

Job Summary:

The Technical Support Engineer - Level 1 (TSE) will primarily be responsible for Supporting DDN Systems / Solutions World-Wide. This position can be either remote, office-based, or hyrbid.  The TSE will need to have a good knowledge of IT (Information Technology) to be able to partner strongly with Customers to help resolve technical problems.  Strong communication skills (both written and verbal) and customer focus are required. 

Responsibilities for this role include but are not limited to:

• First level of support for customers to solve technical issues on storage hardware and software products.
• Manage all open tickets and ensure customers get regular updates regarding case status.
• Support work is done via e-mail, remote access, phone.
• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
• Write, proofread, and submit knowledgebase articles.
• Eager to learn / improve technical skills to solve customer problems faster.

Qualifications for this role are:

• Preferred 1-3 years' experience providing technical support to end user customers for storage and/or enterprise level infrastructure products.
• Strong focus on customer service.
• The L1 Support Engineer will work with enterprise storage products supporting InfiniBand and ethernet network topologies along with servers running Linux OS and parallel filesystems.  Any relevant experience in one of these fields is beneficial
• Self-Starter, pro-actively identifies and delivers value to customers.
• Troubleshooting skills.

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: 

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. 

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. 

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. 

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.