Service Engineer

Support Revolution; Houston (TX); Remote; USD 70,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a key player in supporting a world-class service organization. In this remote position, you will assist in the deployment of advanced server and networking solutions, ensuring seamless integration and providing top-notch technical support. Your expertise in hardware diagnostics and customer service will be crucial as you collaborate with engineering teams and engage with clients. This role offers a dynamic environment where your contributions will directly impact customer satisfaction and operational efficiency. If you thrive in fast-paced settings and are eager to embrace new technologies, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in servicing complex X86 systems and components.
• Strong understanding of BIOS, drivers, and application loads affecting system issues.
• Hands-on experience with enterprise-grade server hardware.

Responsibilities

• Support deployment of server, storage, and networking equipment.
• Provide frontline technical support to end-users via phone, email, and ticketing.
• Conduct quality checks and test system functionality post-installation.

Skills

Hardware System Diagnostics

Customer Support

Problem Solving

Technical Communication

Project Management

MS Office Suite (Excel, PowerPoint, Project)

Education

Bachelor’s degree in Computer Science

Associate’s degree in Electrical/Electronic Engineering

Tools

X86 Systems

Windows Certification

Linux Certification

Network Protocols Certification

Job description

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Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

Support Supermicro Global Service Installation Team and help build a world class service organization. This position requires the ability to work flexible hours including nights and weekends as required in completion of equipment installation in a data center work environment. Provide racking & stacking, copper/fibre cabling of server and network equipment. To provide technical support for installed equipment pertaining to hardware and software functionalities.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Knowledge of rack elevations / cable mapping for the installation for customer solution projects.
• Assist / support the deployment of server, storage, and networking equipment.
• Perform physical installation, rack and stack, cabling, and networking of data center hardware.
• Coordinate with the engineering team to ensure seamless integration of hardware solutions.
• Collaborate with the engineering team to ensure proper hardware deployment according to specifications.
• Conduct quality checks and test system functionality post-installation.
• Provide frontline technical support to end-users via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Escalate complex problems to higher-level support teams when necessary.
• Be willing to travel up to 50% of the time to customer installations or troubleshooting customer issues at customers data centers by air or ground transportation.

This is a remote position. Candidate will work from home unless dispatched to customer site. The successful candidate is expected to be present in their home office during standard working hours as determined by the company. Remote collaboration and participation in team meetings, training sessions, and other activities are essential aspects of this role.

Qualifications:

• 2 year of experience in servicing complex X86 systems and components
• Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering
• Or an Associate’s degree in Electrical / Electronic Engineering, or equivalent discipline, plus equivalent years of relevant experience, preferably in the servicing of X86 systems and components
• Minimum two years of experience with Customer Support
• Demonstrated hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
• Ability to solve problems and make decisions as necessary
• Ability to work in a challenging, dynamic, and fast-paced environment. Must be solution-oriented, a team player with the ability to identify and escalate issues in a timely manner, and be proactive in driving solutions
• Working knowledge of MS Suites with emphasis of Excel, PowerPoint & Project
• Candidate must have an ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines and have a demonstrated ability to learn and embrace new and changing technologies
• Emphasize on break / fix and onsite Customer Service
• Experience in communicating with internal and external customers to explain total solutions
• Hands-on experience with Enterprise grade server hardware
• Must be punctual and detail oriented
• Strong written and verbal communication skills, project management skills, solid time management skills
• The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines
• Preferred certification in Windows, Linux and network protocols
• Must have valid license and reliable automobile

Salary Range

$70,000 - $100,000

*The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.