Service Engineer/Technical Support

Job Description

Job Description

Job Summary:

This is a full-time position with one of our largest clients in NY, who are seeking a Service Engineer

that will be responsible for fieldwork at customer sites to resolve and repair server systems. The Service

Engineer is a critical part of post-sales support and needs to demonstrate exceptional technical aptitude in

working with server products in addition to excellent interpersonal skills. It requires the ability to Support our

Global Service network and help build a world-class field engineering organization.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro

equipment in an enterprise environment

• Drive customer satisfaction through service excellence by leading preventive maintenance actions,

managing repair/parts cycle times

• Ensure escalation situations are managed and corrected quickly and professionally

• Provide 2nd line support to the reseller/distributors in all aspects of customer support

• Have a very high level of enterprise solution product knowledge

• Work with Technical Account Manager, Service Manager, and Product Manager to define service

programs

• Provide and contribute information such as fault triage and training materials

• Run tests and simulations at our facility to assist with problem-solving

• Travel to the field to train and or resolve customer issues

• Train new service engineers

• Able to work under Technical Account Manager direction and take ownership of customer base

• Demonstrate ability to be self-sufficient in the field

• Able to defuse challenging situations

• Manage time effectively; prioritize and make good business judgments and decisions concerning

efficiency, and effectiveness while meeting daily service expectations

• Determines requirements and/or root cause of technical issues by working with customers

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions;

implementing solutions; escalating unresolved problems

• The ability to produce meaningful reports and metrics is a plus

• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed

• Travel is required (up to 25%)

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering preferred

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

• Will consider Associates Degree in electrical technology, electronics, or equivalent military experience

• Work experience in a large enterprise or certification in Windows and Linux environments is a plus

• Emphasize break/fix experience and on-site customer service experience

• Hands-on experience with servers (Supermicro, EMC, DELL, HP)

• The successful candidate needs to have solid hardware system diagnostics skills, as well as a good

understanding of how BIOS, drivers, and application loads can cause system issues

• The candidate needs to have strong technical communication skills to lead investigations with

engineers of multiple disciplines

• Strong written and verbal communication skills, project management skills, solid time management

skills

• Candidate must have an ability to participate in multiple cross-functional projects concurrently in a

rapidly changing environment, within established timelines and have a demonstrated ability to learn

and embrace new and changing technologies

• Must possess an excellent ability to create plans and follow up on planned actions

• Ability to work in a challenging, dynamic, and fast-paced environment. Must be solution-oriented, a

team player with the ability to identify and escalate issues in a timely manner, and be proactive in

driving solutions

• Individuals must be able to work effectively in a high-pressure environment

• Full professional proficiency in English (read/write/speak)

• Must be punctual and detail-oriented

• Familiarity with Linux is a plus