Sr. Service Technician

Support Revolution; Jersey City (NJ); On-site; USD 44,000 - 54,000; Full time

Job summary

Supermicro is seeking a Sr. Service Technician to perform on-site field repairs at customer facilities, primarily in datacenter environments.

The role supports the global service network and requires strong server hardware skills along with excellent customer interaction abilities. Applicants should have 5+ years in hardware debugging and repair, experience with major server brands, and a knowledge base in Linux or networking.

Qualifications

• Minimum of 5 years of experience in hardware repair or debugging.
• Hands-on experience with servers (Supermicro, EMC, Dell, HP).
• Experience talking with customers and conflict resolution.
• Touch-type 40+ WPM.
• Background in Linux or networking is a plus.
• Must have authorization to work in the US without sponsorship.
• Travel up to 15 days per year.

Responsibilities

• Work primarily in a datacenter environment at customer sites.
• Provide on-premise field repair at customer facilities.
• Flexibility for weekends/holidays as needed.
• Determine root cause by working with customers in person.
• Engage with customers to clarify information and provide solutions.
• Perform hands-on work on servers and networking equipment.
• Escalate unresolved problems as needed.
• Contribute to fault triage and training materials.
• Complete required training and certification exams.
• Learn to repair and service all systems (current, new, updates).

Skills

Server hardware

Troubleshooting

Customer communication

Typing speed

Linux basics

Travel availability

US work authorization

Education

High school or associate’s; bachelor's preferred

Tools

Server brands

Job description

Location: Jersey City, New Jersey, United States

About Supermicro:

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:

Supermicro is seeking a Sr. Service Technician that will be responsible for fieldwork at customer sites to resolve and repair server systems. The Sr. Service Technician is a critical part of post-sales support and needs to demonstrate exceptional technical aptitude in working with server products in addition to excellent interpersonal skills. It requires the ability to Support our Global Service network and help build a world-class field engineering organization.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• Primarily work in a Datacenter environment at customer site.
• Provide on-premise field repair at customer facility
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Determines requirements and/or root cause of technical issues by working with customers in person.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Hands-on work on servers and computers/networking equipment.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Drive customer satisfaction through service excellence.
• Work with other engineers, account managers and developers.
• Provide and contribute information such as fault triage and training materials.
• Attend and complete all required training and certification exams.
• Learn to be proficient in service and repair of all systems (current, new, and updates).

Qualifications:

High school or Associate's degree preferred; Bachelor's degree in engineering is a huge plus

• Minimum of 5 years of experience of debug, troubleshooting, or repair in hardware industry, preferably computer and/or server products
• Hands on experience with servers (Supermicro, EMC, DELL, HP) is a plus
• Experience in talking with customers and conflict resolution
• Touch-type 40+ WPM.
• Relevant experience, including military experience or CLEP may be counted towards degree
• Background in Linux or networking is a plus
• Can travel 15 days per year
• Must have authorization to work in the US without sponsorship

Physical Requirements:

• Work is often performed indata centerenvironment,and physical dexterity is necessary to perform job functions
• Ability to lift50lbs.
• Able to utilize a "buddy system" for moving objects more than 50 lbs. (For applicable positions: Must be able to operate pallet jack and forklift efficiently and safely.)
• Comfortable working in an environment requiring exposure to noise
• Available to work weekends, as the schedule varies depending on site operational needs; flexibility is required

Salary Range

$32.00/hr - $39.00/hr

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.