28000-Technical Support Engineer(汐止)

We are looking for a Technical Support Engineer (NAS) to assist customers in troubleshooting, configuring, and optimizing Network Attached Storage (NAS) solutions. You will handle hardware and software issues, manage RAID configurations, diagnose network connectivity problems, and provide data recovery guidance.

【Key Responsibilities】

1. NAS Troubleshooting & Support
◆ Provide technical assistance on NAS hardware and software issues.
◆ Diagnose and resolve RAID failures, disk errors, and storage connectivity issues.
◆ Assist with data recovery, backup, and disaster recovery solutions.
◆ Support remote access, file-sharing, and cloud storage integrations.
◆ Troubleshoot networking-related issues (IP conflicts, SMB, NFS, iSCSI, FTP, VPN).
◆ Guide customers through firmware upgrades, configuration, and performance tuning.

2. Installation & Configuration
◆ Assist customers with initial NAS setup, RAID configuration, and user access control.
◆ Provide guidance on best practices for data security, encryption, and access management.
◆ Configure backup solutions (local/cloud-based, snapshots, replication, etc.).

3. Documentation & Reporting
◆ Log and track support tickets in the help desk system.
◆ Document common issues and solutions in knowledge base articles.
◆ Identify recurring hardware/software issues and escalate to Lab or R&D teams.

4. Customer Training & Communication
◆ Educate customers on best practices for NAS maintenance, security, and backups.
◆ Explain technical solutions in a clear, non-technical manner to end-users.
◆ Work closely with engineering teams to improve NAS performance and reliability.

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【Technical Skills】
1. Experience with NAS brands (Synology, QNAP, NetApp, Western Digital, TrueNAS, etc.).
2. Understanding of RAID levels (RAID 0, 1, 5, 6, 10, JBOD).
3. Knowledge of file-sharing protocols (SMB, NFS, AFP, iSCSI, FTP).
4. Basic understanding of networking (TCP/IP, VLANs, DHCP, DNS, VPNs, Firewall rules).
5. Familiarity with data backup & recovery solutions (Acronis, Veeam, Time Machine, Rsync).
6. Experience using remote access tools for troubleshooting (SSH, RDP, TeamViewer).

【Soft Skills】
1. Excellent problem-solving & troubleshooting ability.
2. Strong verbal & written communication skills.
3. Ability to work under high-pressure support environments.
4. Customer-focused and able to explain technical concepts to non-technical users.