Level 1 Services Technician

Jabil Malaysia; Austin (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Jabil in Austin, TX seeks a Level 1 Service Technician to provide remote diagnostic and resolution support for server hardware incidents escalated from Triage. You will independently resolve most intermediate‑complexity issues and own each case through resolution.

This on‑site role runs on the first shift (6:00am–3:00pm) at our Austin offices, requiring strong hardware knowledge and clear customer communication in ServiceNow.

Qualifications

• Bachelor's degree in Information Technology or related field.
• 2–4 years of server hardware or technical support experience.
• CompTIA A+ certification or equivalent.

Responsibilities

• Receive and own incidents escalated from Triage.
• Independently diagnose and resolve most intermediate‑complexity server hardware issues using internal documentation, log and diagnostic analysis.
• Triage, document, and communicate findings; guide users through steps and updates in ServiceNow.

Skills

Server hardware experience

Technical support

CompTIA A+

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Job description

At Jabil (NYSE: JBL), we are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, supply chain, and manufacturing solutions. With 60 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise to deliver both scalable and customized solutions. Our commitment extends beyond business success as we strive to build sustainable processes that minimize environmental impact and foster vibrant and diverse communities around the globe. As a Level 1 Service Technician at Jabil Inc., you will provide remote diagnostic and resolution support for server hardware incidents escalated from Triage. You are expected to independently resolve the majority of intermediate-complexity issues—drawing on internal documentation, log and diagnostic analysis, and applied hardware knowledge—and to own each case through resolution. You will guide customers and field engineers through approved hardware replacements, verify restoration of service, and elevate only those issues that require advanced diagnostics or specialized expertise. This position will work on First Shift (6:00am to 3:00pm), onsite at our offices in Austin, Texas. This position is not remote.

How Will You Make an Impact?

You will reduce downtime and improve customer satisfaction by resolving most incidents at first level—before they need to be escalated—while maintaining SLA performance, accurate documentation, and consistent customer communication through resolution.

Essential Duties and Responsibilities

• Receive and own incidents escalated from Triage.
• Independently diagnose and resolve most intermediate‑complexity server hardware issues using internal documentation, log and diagnostic analysis, and applied hardware knowledge.
• Troubleshoot common component failures—including storage (SSD/NVMe and RAID), memory (DIMM), power supplies, network and interface cards, motherboards, GPUs, and boot or reboot faults—from logs, symptoms, and remote diagnostics.
• Usage of Service Now ticketing system.
• Guide customers or field engineers through approved hardware replacements.
• Verify service restoration post‑repair.
• Own customer communication and ticket updates for assigned incidents through resolution or escalation.
• Escalate to Level 2 or Engineering only when advanced diagnostics or specialized expertise is required, after standard troubleshooting has been exhausted.
• Maintain thorough case notes and documentation.
• Contribute to knowledge base articles.
• Continue technical skill development.

Escalation Criteria

• Most incidents are expected to be resolved at Level 1.
• Escalate to Level 2 or Engineering only after standard troubleshooting has been exhausted and one or more of the following conditions apply.
• The issue requires advanced diagnostics, specialized expertise, or engineering‑level root‑cause analysis beyond the Level 1 scope.
• Diagnostic results are inconsistent or inconclusive after reasonable troubleshooting and testing.
• The fault recurs after an approved hardware replacement, or the failure cannot be reliably reproduced or isolated.
• Resolution requires access, tools, or approvals outside the Level 1 technician’s authorization.
• The incident carries critical business impact or SLA risk requiring higher‑level attention.
• When escalating, document all troubleshooting steps, findings, and test results, and transfer ownership with a clear summary of the issue and actions taken.

Minimum qualifications

• Bachelor's degree in Information Technology or related field.
• 2–4 years of server hardware or technical support experience, including hands‑on or remote resolution of hardware faults.
• Relevant technical certification (CompTIA A+ or equivalent).

Work Environment and Physical Requirements

This position typically operates in a professional office and on‑site laboratory environment supporting enterprise server hardware operations. The role requires prolonged computer use and occasional lab coordination. Shift work may be required and may include nights, weekends, or holidays depending on business needs. Ability to lift up to 50 lbs. may be required, with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position does not include offsite or customer‑location work.

Accessibility Accommodation

Accessibility Accommodation If you are a qualified individual with a disability, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access Jabil.com/Careers site as a result of your disability. You can request a reasonable accommodation by sending an e‑mail to [e-mail] or calling 727-803-7988 with the nature of your request and contact information. Please do not direct any other general employment related questions to this e‑mail or phone number. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to.

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