Technical Support Associate

Zones, LLC; San Jose; On-site; PHP 2,719,506 - 2,974,459; Full time

Benefits offered by this job

Medical coverage

Sick leave

Career development opportunities

Job summary

Zones, LLC in Jersey City, NJ, seeks a skilled Technical Support Associate (Service Desk) to support our Global Service network, handling hardware and software issues via phone and web. This role requires flexibility to work in a data center and call center environment, ensuring customer satisfaction through timely technical support.

Responsibilities include troubleshooting, deployment of hardware solutions, and contributing to a seamless customer experience, ultimately impacting the efficiency

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering.
• 1+ year of experience servicing complex X86 systems and parts.
• 1+ year of experience in a customer support role.
• Strong hardware system diagnostics skills and BIOS, drivers knowledge.
• Experience with statistical Excel functions or database management.
• Ability to manage multiple cross-functional projects in a fast-paced environment.

Responsibilities

• Provide frontline technical support to end-users via phone, email, and ticketing system.
• Drive tickets to resolution and update tickets with notes.
• Maintain ticket workflow and communicate effectively with customers.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Monitor and maintain data center infrastructure for uptime and performance.
• Escalate complex problems to higher-level support teams when needed.
• Collaborate with data center staff to resolve issues and document activities.

Skills

Hardware diagnostics

BIOS

Drivers

Customer support

Problem solving

Excel functions

Database management

Multitasking

Education

Bachelor’s degree in CS/CE/EE

Associate degree in Electrical/Electronics Engineering

Job description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones - First Choice for IT. Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

Term: 6-month contract to hire

Location: Jersey City, NJ

Pay: $32.00 - $35.00; commensurate with experience

Hours: normal business hours

Seeking a highly skilled Technical Support Associate (Service Desk) to support our Global Service network and contribute to building a world-class field engineering organization. This role requires flexibility to work in a data center and call center environment, providing technical support via phone and web to customers experiencing hardware and software issues. This position plays a critical role in ensuring customer satisfaction by providing timely and effective technical support. As a key part of our Global Service network, you will troubleshoot issues, deploy hardware solutions, and contribute to a seamless customer experience. Your expertise will directly impact the efficiency and reliability of Supermicro’s service operations.

What you will do as the Technical Support Associate:

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Provide frontline technical support to end-users via phone, email, and ticketing system.
• Drive tickets to resolution.
• Update tickets with internal and external notes.
• Work diligently to maintain ticket workflow.
• Excellent customer communication via email, tickets, phone, meetings etc. Diagnose and troubleshoot hardware, software, and network-related issues.
• Ordering and processing the return for parts.
• Escalate complex problems to higher-level support teams when necessary.
• Monitor and maintain data center infrastructure to ensure optimal performance and uptime.
• Collaborate with data center staff to address and resolve technical issues.
• Conduct quality checks and test system functionality post-installation.
• Work with internal teams to gather client requirements and provide technical expertise during the post-sales process.
• Ensure compliance with data center policies and procedures.
• Document and report data center activities and incidents.

What you will bring to the team:

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering; or an Associate’s degree in Electrical/Electronics Engineering with equivalent relevant experience.
• 1+ year of experience in servicing complex X86 systems and parts.
• 1+ years of experience in a customer support role.
• Strong hardware system diagnostics skills and understanding of BIOS, drivers, and application-related issues.
• Ability to troubleshoot, problem-solve, and make decisions in a fast-paced environment.
• Experience with statistical Excel functions or database management.
• Ability to manage multiple cross-functional projects concurrently in a rapidly changing environment.
• Hands-on experience with enterprise-grade server hardware.
• Strong verbal and written communication skills with an emphasis on technical communication.
• Punctual, detail-oriented, and proactive in driving solutions.
• Experience working in large enterprise environments or certifications in Windows and Linux.
• Must have a valid driver’s license and a reliable automobile.
• Ability to lift/carry at least 50 lbs
• Capable of standing for extended periods to troubleshoot and repair equipment in a noisy environment (approximately 20% of the time)

Benefits:

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. At Zones, work is more than a job -with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.