Service Engineer

Jobtailor; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Jobtailor is seeking a field-based Service Engineer in the Greater London area to handle complex, non-standard service cases and train staff across customer sites. You will work with product managers and field teams to implement preventive maintenance and maintain SLAs.

You will travel to customer sites, perform fault triage, generate training materials, and contribute to knowledge bases for faster issue resolution. English proficiency and a driving license are required.

Qualifications

• On-site and remote troubleshooting of complex technical problems on Supermicro equipment in an enterprise environment.
• Experience in a similar role is required.
• Business-level English or above.
• Driving license is required.

Responsibilities

• Handle complex, non-standard service cases.
• Collaborate with product managers.
• Produce detailed SOPs and knowledge base documentation.
• Lead preventive maintenance actions.
• Manage repair and parts cycle times.
• Deliver against and drive compliance with service-level agreements.
• Manage and correct escalation situations quickly and professionally.
• Provide second-line support to resellers and distributors.
• Define service programs with the Technical Account Manager, Service Manager, and Product Manager.
• Provide fault-triage information and training materials.
• Run tests and simulations at the facility to assist problem-solving.
• Travel to customer sites to train personnel and resolve customer issues.
• Train new service engineers.
• Determine requirements and root causes of technical issues with customers.
• Manage day-to-day tickets assigned in the SMC Service Portal.

Skills

Troubleshooting

Server Deployment

GPU Systems Maintenance

FW/BIOS Configuration

Networking

Cable Management

Technical Documentation

SOP Production

Fault-Triage

Report Generation

Problem-Solving

Time Management

Communication

Conflict Resolution

Independent Work

Tools

SMC Service Portal

Job description

Responsibilities

• Handle complex, non-standard service cases
• Collaborate closely with product managers
• Produce detailed SOPs and knowledge base documentation
• Lead preventive maintenance actions
• Manage repair and parts cycle times
• Deliver against and drive compliance with Supermicro service-level agreements
• Manage and correct escalation situations quickly and professionally
• Provide second-line support to resellers and distributors
• Define service programs with the Technical Account Manager, Service Manager, and Product Manager
• Provide fault-triage information and training materials
• Run tests and simulations at the facility to assist problem-solving
• Travel to customer sites to train personnel and resolve customer issues
• Train new service engineers
• Determine requirements and root causes of technical issues with customers
• Manage day-to-day tickets assigned in the SMC Service Portal

Requirements

• On-site and remote troubleshooting and resolution of complex technical problems on Supermicro equipment in an enterprise environment
• Experience required in a similar role
• Business-level English or above
• Driving license
• Ability to work at customer locations
• Ability to work physically, including lifting items while installing servers and replacing parts
• Deployment and maintenance experience focused on servers and GPU systems
• Networking and cable management experience
• FW/BIOS configuration experience
• Ability to work under Technical Account Manager direction and take ownership of a customer base
• Ability to work independently in the field and resolve or upscale unresolved problems
• Ability to defuse challenging situations
• Ability to manage time, prioritize, and make effective business judgments
• Experience generating and presenting quality reports is a plus

Core Competencies

Demonstrates expertise in troubleshooting and resolving complex technical issues on Supermicro equipment, with a strong focus on server and GPU systems deployment and maintenance. Capable of producing detailed documentation and training materials while effectively managing service-level agreements and customer relationships.

Highest-signal resume keywords

• Troubleshooting Complex Technical Problems
• Server and GPU Systems Deployment
• FW/BIOS Configuration
• Networking and Cable Management
• Customer Training and Support

Hard Skills

• Troubleshooting
• Server Deployment
• GPU Systems Maintenance
• FW/BIOS Configuration
• Networking
• Cable Management
• Technical Documentation
• SOP Production
• Fault-Triage
• Report Generation

Soft Skills

• Problem-Solving
• Time Management
• Effective Communication
• Conflict Resolution
• Independent Work

Certifications & Qualifications

• Driving License

Industry Keywords

• Service-Level Agreements
• Preventive Maintenance
• Technical Account Management
• Customer Support
• Escalation Management

Tools & Technologies

• SMC Service Portal