Service Engineer

Super Micro Computer; Little Rock (AR); On-site; USD 70,000 - 100,000; Full time

Job summary

Supermicro is seeking an experienced technical support professional to join our global service network. This role requires working flexible hours including nights and weekends to support customers in data centers and call centers, providing hardware and software solutions in person and over the phone.

You will diagnose hardware, BIOS, and driver issues, perform server hardware installations, and travel up to 50% to customer sites.

Qualifications

• Experience servicing complex X86 systems and parts.
• Bachelor’s degree or equivalent plus relevant experience in hardware servicing.
• Minimum two years in a Customer Support role.

Responsibilities

• Provide frontline technical support via phone, email, and ticketing system.
• Diagnose hardware, software, and network issues.
• Escalate complex problems to higher-level teams.
• Perform physical installation, rack/stack, cabling of data center hardware.
• Assist in deployment of server, storage, and networking equipment.
• Collaborate with engineering for proper hardware deployment.

Skills

X86 hardware

BIOS & drivers

Customer support

Technical communication

Networking basics

Server hardware deployment

Problem solving

Time management

Education

Bachelor's in CS/CE/EE

Associate in EE or equivalent

Tools

Excel

Ticketing systems

Job description

Job Summary

Support Supermicro Global Service network and help build a world class service organization. This position requires the ability to work flexible hours including nights and weekends as required to work in a data center and call center work environment to provide technical solutions and support over phone and in person and/or web to customers on hardware and software challenges.

Essential Duties and Responsibilities

• 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
• Perform physical installation, rack and stack, cabling, and networking of data center hardware
• Assist in the deployment of server, storage, and networking equipment
• Collaborate with the engineering team to ensure proper hardware deployment according to specifications
• Conduct quality checks and test system functionality post-installation
• Collaborate with Supermicro teams to gather client requirements and provide technical expertise during the post-sales process
• Coordinate with the engineering team to ensure seamless integration of hardware solutions
• Be willing to travel up to 50% of the time to customer sites and data centers

Qualifications

• 5 years of experience in servicing complex X86 systems and parts
• Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering, or an Associate’s degree in Electrical/Electronics Engineering, or equivalent discipline, plus equivalent years of relevant experience, preferably in the servicing of X86 systems and parts
• Minimum two years of experience from Customer Support background
• 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 elevate issues in a timely manner, and be proactive in driving solutions
• Advanced Statistical Excel or database management
• 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 break/fix experience and on-site customer service experience
• 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
• Must possess an excellent ability to create plans and follow up on planned actions
• Strong written and verbal communication skills, project management skills, solid time management skills
• Excellent oral and written communication
• The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines
• Work experience in a large enterprise or certification in Windows and Linux environment
• 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.