Sr. Service Technician

Supermicro; Jersey City, Northern (NJ, KY); Hybrid; USD 44,000 - 54,000; Full time

Job summary

Supermicro is seeking a Sr. Service Technician to perform fieldwork at customer sites, resolving and repairing server systems. The role supports our Global Service network and requires strong technical aptitude and interpersonal skills to build a world-class field engineering organization.

Responsibilities include installation, rack and stack, cabling, testing, and providing frontline support. Travel up to 50-75% is required to meet customer needs and project timelines.

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering or equivalent.
• Associate’s degree in Electrical / Electronic Engineering plus relevant experience, preferably servicing X86 systems.
• 5 years of experience servicing complex X86 systems and components.
• Minimum two years of experience with Customer Support.
• Strong BIOS, drivers, and application load diagnostics knowledge.

Responsibilities

• Provide field service at customer sites to install, troubleshoot, and repair server systems.
• Assist deployment of server, storage, and networking equipment.
• Perform physical installation, rack and stack, cabling, and data center networking tasks.
• Coordinate with engineering for seamless hardware integration and deployment.
• 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 as needed.
• Travel up to 50-75% of the time to customer sites.

Skills

Hardware diagnostics

BIOS troubleshooting

Customer support

Cross-functional collaboration

Time management

Communication skills

Education

Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering

Associate’s degree in Electrical / Electronic Engineering, or equivalent

Tools

MS Office (Excel, PowerPoint, Project)

Job description

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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):

• 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 50-75% of the time to customer installations or troubleshooting customer issues at customers data centers by air or ground transportation.

Qualifications:

• 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.
• 5 years of experience in servicing complex 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 escalation 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.

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.