Technical Support Associate

Job Description

Job Description

Seeking a highly skilled Service Engineer to support our Global Service network and contribute to building a world-class field engineering organization. This role requires flexibility to work in a data center and call center environment, providing technical support via phone and web to customers experiencing hardware and software issues. This position will be based in our office located in Jersey City, NJ.

Essential Duties and Responsibilities:
Includes the following essential duties and responsibilities (other duties may also be assigned): Why This Role Matters This position plays a critical role in ensuring customer satisfaction by providing timely and effective technical support. As a key part of our Global Service network, you will troubleshoot issues, deploy hardware solutions, and contribute to a seamless customer experience. Your expertise will directly impact the efficiency and reliability of the companies service operations.

What You’ll Do

• Provide frontline technical support to end-users via phone, email, and ticketing system.

• Diagnose and troubleshoot hardware, software, and network-related issues.

• Escalate complex problems to higher-level support teams when necessary.

• Perform physical installation, rack and stack, cabling, and networking of data center hardware.

• Assist in the deployment of server, storage, and networking equipment.

• Monitor and maintain data center infrastructure to ensure optimal performance and uptime.

• Perform regular maintenance and upgrades on data center hardware and software.

• Collaborate with data center staff to address and resolve technical issues.

• Conduct quality checks and test system functionality post-installation.

• Work with internal teams to gather client requirements and provide technical expertise during the post-sales process.

• Coordinate with the engineering team to ensure seamless integration of hardware solutions.

• Ensure compliance with data center policies and procedures.

• Document and report data center activities and incidents.

• Travel up to 50% of the time to customer sites and data centers.

Qualifications:
• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering; or an Associate's degree in Electrical/Electronics Engineering with equivalent relevant experience.

• 1+ year of experience in servicing complex X86 systems and parts.

• 1+ years of experience in a customer support role.

• Strong hardware system diagnostics skills and understanding of BIOS, drivers, and application-related issues.

• Ability to troubleshoot, problem-solve, and make decisions in a fast-paced environment.
• Experience with statistical Excel functions or database management.

• Ability to manage multiple cross-functional projects concurrently in a rapidly changing environment.

• Hands-on experience with enterprise-grade server hardware.

• Strong verbal and written communication skills with an emphasis on technical communication.

• Punctual, detail-oriented, and proactive in driving solutions.

• Experience working in large enterprise environments or certifications in Windows and Linux.

• Must have a valid driver's license and a reliable automobile.

• Ability to lift/carry at least 50 lbs

• Capable of standing for extended periods to troubleshoot and repair equipment in a noisy environment (approximately 20% of the time)