Senior Field Server Engineer – Enterprise IT Support

Support Revolution; Austin (TX); On-site; USD 48,000 - 55,000; Full time

Job summary

Supermicro is seeking a Sr. Service Technician to perform fieldwork at customer sites, resolve and repair server systems, and support the global service network.

The role requires exceptional technical aptitude in server products and excellent interpersonal skills, with the ability to work under the direction of the TAM and Service Manager and to train new engineers. Responsibilities include field troubleshooting, preventive maintenance, escalation management, and collaboration with

Qualifications

• Associates or Bachelors degree preferred.
• 2+ years of hands on experience with servers (Supermicro, EMC, DELL, HP) is a plus.
• Work experience in Windows and Linux environments is a plus.
• Hands-on experience with servers (Supermicro, EMC, DELL, HP).
• Solid hardware system diagnostics skills, and understanding of BIOS, drivers, and application loads can cause system issues.
• Strong technical communication skills to lead investigations with engineers.
• Strong written and verbal communication skills, project management, and time management.

Responsibilities

• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment.
• Drive customer satisfaction through service excellence by leading preventive maintenance actions and managing repair/parts cycle times.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Provide 2nd line support to the reseller/distributors in all aspects of customer support.
• Have a very high level of enterprise solution product knowledge.
• Work with TAM, Service Manager, and Product Manager to define service programs.
• Provide 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 defuse challenging situations.
• Manage time effectively; prioritize and make good business judgments.
• Determines requirements and/or root cause of technical issues by working with customers.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Ability to produce meaningful reports and metrics is a plus.
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed.
• Travel is required (up to 25%).

Skills

Server hardware

On-site support

Windows/Linux

BIOS/Drivers

Technical communication

Time management

Travel readiness

English fluency

Education

Associates or Bachelors degree preferred

Job description

Supermicro is seeking a Sr. Service Technician to perform fieldwork at customer sites, resolve and repair server systems, and support the global service network.

The role requires exceptional technical aptitude in server products and excellent interpersonal skills, with the ability to work under the direction of the TAM and Service Manager and to train new engineers. Responsibilities include field troubleshooting, preventive maintenance, escalation management, and collaboration with