Service Desk Engineer: Escalations & Lab Troubleshooting

Zones, LLC; San Jose (CA); On-site; USD 32,000 - 54,000; Full time

Job summary

Zones, LLC is seeking a Service Desk Engineer for a 6-month contract to hire, onsite in San Jose, CA. You will handle escalation issues from the service desk and work with cross-functional teams to resolve complex GPU server, storage, and networking problems.

You will train others, contribute to lab and test systems, and travel ~5–10% as needed, ensuring product quality and engineering excellence.

Qualifications

• Bachelor's degree in Electrical Engineering, Computer Science, or equivalent experience.
• 8+ years of field engineering supporting complex GPU servers, storage enclosures, networking systems, and enterprise GPU environments.
• Strong knowledge and hands-on experience with IPMI and BMC tools.
• Experience working with Linux, VMware, and Windows Server operating systems.
• Strong understanding of x86 architecture.
• Experience using debug and diagnostic tools for PCIe, CPU, memory, and motherboard issue isolation.
• Knowledge of motherboard design, networking technologies, cabling, network switches, and storage controllers.
• Scripting, automation, low-level debugging, system testing, and performance testing.

Responsibilities

• Handle escalation issues from the Service help desk and provide technical information to education and service teams.
• Bridge engineering and customer escalation issues across product managers, architects, engineers, developers, logistics, quality, and service teams.
• Work with engineering, quality, and product management to isolate and resolve product issues.
• Configure and troubleshoot iSCSI, multipath fiber, RoCE, SAS, and network switches.
• Create test plans, SOPs, best practice guides, and training materials.
• Mentor and support junior service engineers and travel to customer sites as needed.

Skills

Communication skills

English fluency

Analytical thinking

Independent work

Team collaboration

Education

Electrical Eng / CS degree

Tools

IPMI

BMC tools

Linux

VMware

Windows Server

x86 architecture

PCIe debugging tools

Python

Kubernetes

Redfish

Job description

Zones, LLC is seeking a Service Desk Engineer for a 6-month contract to hire, onsite in San Jose, CA. You will handle escalation issues from the service desk and work with cross-functional teams to resolve complex GPU server, storage, and networking problems.

You will train others, contribute to lab and test systems, and travel ~5–10% as needed, ensuring product quality and engineering excellence.