Senior Field Service Engineer - Enterprise Server Support

ADP, Inc.

Village of Endicott (NY)

On-site

USD 90,000 - 120,000

Full time

11 days ago

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Job summary

ADP, Inc. is seeking experienced Field Service Engineers to provide on-site and remote technical support for complex enterprise server environments.

The role emphasizes hands-on diagnostics, break/fix services, and customer-focused service delivery across major enterprise platforms such as Supermicro, Dell, HPE, and EMC. The Field Service Engineer will own customer environments, troubleshoot advanced hardware and software issues, travel to sites up to 75% or more, and mentor junior engineers

Qualifications

5+ years of experience servicing complex x86 server systems and components.
Strong hands-on experience with enterprise server hardware and components.
Experience with Supermicro, Dell, HPE/HP, EMC, or comparable enterprise platforms.
Strong hardware diagnostics and troubleshooting skills.
Proven break/fix and on-site customer service experience.
Solid understanding of BIOS, firmware, drivers, operating systems, and application loads can contribute to system issues.
Ability to troubleshoot complex hardware and system-level problems.
Strong technical communication skills with the ability to lead investigations involving engineers from multiple disciplines.
Ability to work independently and take ownership of customer issues.
Strong written and verbal communication skills.
Excellent time management, organizational, and project management skills.
Ability to work effectively in a high-pressure, fast-paced environment.
Strong problem-solving and analytical skills.
Proactive and solution-oriented approach.
English proficiency (written and spoken).
Must be punctual, reliable, and detail-oriented.
Willingness and ability to travel 75% or more.

Responsibilities

Provide on-site and remote troubleshooting and technical support for complex Supermicro and enterprise server equipment.
Diagnose and resolve hardware, BIOS, driver, operating system, and application-related issues.
Perform break/fix services, preventive maintenance, repairs, and parts replacement.
Manage repair and parts cycles to ensure issues are resolved within required service levels.
Take ownership of escalated technical issues and ensure timely and professional resolution.
Provide second-line technical support to resellers and distributors.
Maintain knowledge of enterprise server solutions, hardware, and technologies.
Work with Technical Account Manager, Service Manager, and Product Manager to improve service programs.
Perform fault triage, technical investigations, root-cause analysis, and problem resolution.
Create and contribute to technical documentation, troubleshooting guides, and training materials.
Conduct tests and simulations to support troubleshooting and problem resolution.
Travel to customer sites to resolve technical issues and provide technical training.
Train and mentor new Field Service Engineers.
Operate independently in the field and demonstrate strong decision-making and problem-solving skills.
Manage and de-escalate challenging customer situations professionally.
Determine technical requirements and root causes by working with customers and internal teams.
Research and evaluate alternative solutions and escalate unresolved issues appropriately.
Prepare meaningful service reports, metrics, and technical documentation.
Manage time effectively and prioritize activities according to customer and business requirements.
Participate in multiple projects and technical activities simultaneously.
Work flexible hours, shifts, weekends, and holidays when required.
Maintain professional communication and strong customer relationships.