Service Engineer

Super Micro Computer Spain, S.L.; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Super Micro Computer in London is seeking a Service Engineer to handle complex, non-standard service cases, collaborate with product managers, and produce detailed SOPs and knowledge base documentation.

You will provide on-site and remote support for enterprise customers, train new service engineers, travel to field locations, and help define service programs with TAM, Service Manager, and Product Manager. Business-level English and a valid driving license are required.

Qualifications

• On-site and remote troubleshooting in enterprise environments.
• Provide second-line support to resellers/distributors.
• English business-level or above.
• Willingness to travel to field locations and train staff.

Responsibilities

• Troubleshoot complex issues and resolve quickly.
• Escalate and manage incidents with timelines.
• Support resellers with technical assistance.
• Collaborate with TAM, Service Manager, and PM to define service programs.
• Train new service engineers and conduct field deployments.

Skills

On-site troubleshooting

Remote troubleshooting

Escalation management

2nd line support

Training & mentoring

Root cause analysis

Field service

Time management

Tools

Service Portal

Job description

About Supermicro

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 amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Company: Super Micro Computer

Location: United Kingdom - London

Job Summary

Supermicro is seeking a Service Engineer to handle complex, non standard service cases, collaborate closely with product managers, and produce detailed SOPs and knowledge base documentation.

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

What do we have to offer you?

• Good problem solving skills.
• Able to work at customer location.
• Experience required in similar role.
• English skill needs to be business level or above.
• Driving license.
• Able to work physically (installing servers and replacing parts may require you to physically lift items).

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.

Job Segment

R&D Engineer, Cloud, Engineer, Data Center, Engineering, Technology, Customer Service