Sr. Technical Support Associate

Support Revolution; Quebec; On-site; CAD 70,000 - 100,000; Full time

Job summary

Supermicro seeks a skilled installation technician to join the Global Service Installation Team in Quebec City, Canada. This role involves hands-on work in data centers, performing racking, stacking, cabling, and hardware deployment for server and network equipment.

You will collaborate with engineering, provide frontline technical support, and travel up to 75% to customer sites, by air or ground. The position requires strong BIOS/drivers knowledge, robust problem-solving, and excellent

Qualifications

• 8 years of experience servicing complex X86 systems and components.
• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering, or Associate degree with equivalent experience.
• Minimum 2 years of experience with Customer Support.
• Demonstrated hardware diagnostics skills with BIOS/drivers and application loads.

Responsibilities

• Knowledge of rack elevations and cable mapping for customer solution projects.
• Assist / support the deployment of server, storage, and networking equipment.
• Perform physical installation, rack and stack, cabling, and networking of data center hardware.
• Coordinate with the engineering team to ensure seamless hardware deployment according to specifications.
• Collaborate with the engineering team to ensure proper hardware deployment.
• Conduct quality checks and test system functionality post-installation.
• 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.
• Be willing to travel up to 75% of the time to customer installations.

Skills

Rack elevations

Cable mapping

Server deployment

Networking hardware

Hardware diagnostics

BIOS drivers

Customer support

Time management

Communication skills

Education

Bachelor's degree in CS/CE/EE

Associate degree in EE or related

Tools

MS Office

Excel

PowerPoint

Project

Job description

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Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

Support Supermicro Global Service Installation Team and help build a world class service organization. This position requires the ability to work flexible hours including nights and weekends as required in completion of equipment installation in a data center work environment. Provide racking & stacking, copper/fibre cabling of server and network equipment. To provide technical support for installed equipment pertaining to hardware and software functionalities.

The job location for this role will be in Quebec City, Canada.

Essential Duties and Responsibilities:

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

• Knowledge of rack elevations / cable mapping for the installation for customer solution projects.
• Assist / support the deployment of server, storage, and networking equipment.
• Perform physical installation, rack and stack, cabling, and networking of data center hardware.
• Coordinate with the engineering team to ensure seamless integration of hardware solutions.
• Collaborate with the engineering team to ensure proper hardware deployment according to specifications.
• Conduct quality checks and test system functionality post-installation.
• 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.
• Be willing to travel up to 75% of the time to customer installations or troubleshooting customer issues at customers data centers by air or ground transportation.

Qualifications:

• 8 years of experience in servicing complex X86 systems and components.
• Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering
• Or an Associate’s degree in Electrical / Electronic Engineering, or equivalent discipline, plus equivalent years of relevant experience, preferably in the servicing of X86 systems and components.
• Minimum 2 years of experience with Customer Support.
• Demonstrated hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues.
• Ability to solve problems and make decisions as necessary.
• Ability to work in a challenging, dynamic, and fast-paced environment. Must be solution-oriented, a team player with the ability to identify and elevate issues in a timely manner, and be proactive in driving solutions.
• Working knowledge of MS Suites with emphasis of Excel, PowerPoint & Project.
• 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.
• Emphasize on break / fix and onsite Customer Service.
• Experience in communicating with internal and external customers to explain total solutions.
• Hands-on experience with Enterprise grade server hardware.
• Must be punctual and detail oriented.
• Strong written and verbal communication skills, project management skills, solid time management skills.
• The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines.
• Preferred certification in Windows, Linux and network protocols.
• Must have valid license and reliable automobile

Salary Range

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The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.