Technical Support Associate — Hardware & Linux/Windows

Support Revolution; Atlanta (GA); On-site; USD 70,500 - 100,000; Full time

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.

The role emphasizes customer service, troubleshooting hardware and software, and collaborating with engineers and account managers to resolve issues and

Qualifications

• Knowledge of x86 architecture and server hardware.
• Experience with IPMI and server management command line tools.
• Familiarity with Linux and Windows operating systems.
• Knowledge of server and OS log analysis.
• Understanding of network architecture and performance.
• Experience meeting SLA/KPI targets.
• Hands-on experience with major servers (Supermicro, EMC, Dell, HP).
• Experience communicating with customers to de-escalate issues.

Responsibilities

• Provide technical support over phone and/or web for hardware and software issues.
• Work flexible hours, including weekends/holidays as needed.
• Identify root causes by collaborating with customers.
• Answer inquiries by clarifying information and researching solutions.
• Resolve problems by researching alternatives and implementing fixes.
• Process requests by clarifying information and completing transactions.
• Ensure escalations are managed quickly and professionally.
• Drive customer satisfaction through service excellence.
• Collaborate with other engineers, account managers, and developers.
• Contribute fault triage information and training materials.
• Attend required training and certification exams.
• Learn to repair and service all system versions.

Skills

x86 architecture

IPMI and CLI tools

Linux or Windows OS

Server logs knowledge

Network architecture

SLA/KPI focus

Customer communication

Hands-on with servers

Job description

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.

The role emphasizes customer service, troubleshooting hardware and software, and collaborating with engineers and account managers to resolve issues and