Field & Remote Service Engineer - Enterprise Servers & GPUs

Supermicro; Greater London; On-site; GBP 38,000 - 54,000; Full time

Job summary

Supermicro in the United Kingdom is seeking a Service Engineer to handle complex service cases on Supermicro equipment in enterprise environments. You will collaborate with product managers and engineers to resolve issues and produce knowledge base documentation.

The role requires travel to customer sites, the ability to install servers and replace parts, and strong English communication. Driving license and ability to lift equipment are also expected; training will be provided and you will work

Qualifications

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Provide 2nd line support to the reseller/distributors in all aspects of customer support.
• 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 by resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.
• 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.
• Manage the day to day tickets assigned on the SMC Service Portal.
• Experience with generating and presenting quality reports is a plus.
• Deployment and maintenance with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration.

Responsibilities

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Provide 2nd line support to the reseller/distributors in all aspects of customer support.
• 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 by resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.
• 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.
• Manage the day to day tickets assigned on the SMC Service Portal.
• Experience with generating and presenting quality reports is a plus.
• Deployment and maintenance with a focus on Servers and GPU Systems, Networking, Cable management, FW/Bios Configuration.

Job description

Supermicro in the United Kingdom is seeking a Service Engineer to handle complex service cases on Supermicro equipment in enterprise environments. You will collaborate with product managers and engineers to resolve issues and produce knowledge base documentation.

The role requires travel to customer sites, the ability to install servers and replace parts, and strong English communication. Driving license and ability to lift equipment are also expected; training will be provided and you will work