Technical Support Associate

Ultimate Staffing; Memphis (TN); On-site; USD 50,000 - 75,000; Full time

Job summary

Supermicro is seeking a Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This role requires the ability to work flexible hours in a call center environment to provide technical support over phone and web to customers on hardware and software issues.

The ideal candidate will diagnose and resolve complex problems, work with engineers and account managers, and contribute knowledge such as fault triage and training

Qualifications

• Knowledge of x86 architecture and server hardware.
• Familiarity with IPMI and server management tools.
• Experience with Linux or Windows OS and server logs.
• Ability to meet SLA/KPI targets and communicate with customers.

Responsibilities

• Provide technical support over phone/web to customers on hardware and software issues.
• Work flexible hours including weekends/holidays if needed.
• Determine root cause by collaborating with customers.
• Clarify information, research, and provide solutions.
• Escalate issues promptly and ensure customer satisfaction.
• Collaborate with engineers, account managers, and developers.

Skills

x86 architecture

IPMI tools

Linux OS

Windows OS

Server hardware

Customer communication

Job description

Job Summary

Supermicro is looking for a stellar Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This job requires the ability to work flexible hours in a call center work environment to provide technical support over phone and/or web to customers on hardware and software issues.

Essential Duties and Responsibilities

• Provide technical support over phone and/or web to customers on hardware and software issues
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Determine requirements and/or root cause of technical issues by working with customers
• Answer inquiries by clarifying desired information; researching, locating, and providing information
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
• Fulfill 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

• Knowledge of x86 architecture
• Knowledge of server management tools: IPMI and command line tools
• Knowledge of OS - Linux or Windows
• Knowledge of server logs and OS logs
• Knowledge of Network architecture
• Meeting deadlines - SLA (Service Level Agreements) and KPI (Key Performance Indicators)
• Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable
• Experience in talking with customers to defuse situations

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.