Field Engineer II

Telsource Corporation•Buffalo, NY

About The Position

We are seeking an experienced Field Service Engineer to provide on-site and remote technical support for complex enterprise server environments. The successful candidate will have hands-on experience with x86 server hardware, diagnostics, break/fix services, and enterprise customer support. Experience with Supermicro, Dell, HPE, EMC, and similar enterprise systems is highly desirable. The Field Service Engineer takes ownership of assigned customer environments, troubleshoots complex technical issues, coordinates escalations, and ensures a high level of customer satisfaction. The role operates under the direction of the Technical Account Manager while retaining ownership of assigned customers. It involves independent field work, customer-site travel, technical training, and collaboration with customer contacts and internal teams.

Requirements

At least 5 years of experience servicing complex x86 server systems and components.
Strong hands-on experience with enterprise server hardware and components.
Experience with Supermicro, Dell, HPE/HP, EMC, or comparable enterprise platforms.
Strong hardware diagnostics and troubleshooting skills.
Proven break/fix and on-site customer service experience.
Understanding of how BIOS, firmware, drivers, operating systems, and application loads can contribute to system issues.
Ability to troubleshoot complex hardware and system-level problems.
Strong technical communication skills, including the ability to lead investigations involving engineers from multiple disciplines.
Ability to work independently and take ownership of customer issues.
Strong written and verbal communication skills.
Excellent time management, organizational, and project management skills.
Ability to work effectively in a high-pressure, fast-paced, and constantly changing environment.
Strong problem-solving and analytical skills.
Proactive and solution-oriented approach.
Ability to develop action plans, execute them, and provide appropriate follow-up.
Full professional proficiency in written and spoken English.
Punctual, reliable, and detail-oriented.
Willingness and ability to travel 75% or more.

Nice To Haves

Bachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering.
Associate degree in Electrical Technology, Electronics, or a related technical field as an acceptable alternative.
Equivalent military technical experience may be considered.
Experience supporting large enterprise environments.
Experience with Windows and Linux operating systems.
Linux troubleshooting experience.
Relevant Windows/Linux certifications.
Experience producing service reports, operational metrics, and technical documentation.
Experience providing technical training to customers or service engineers.
Strong understanding of enterprise server architectures and infrastructure.

Responsibilities

Provide on-site and remote troubleshooting and technical support for complex Supermicro and enterprise server equipment.
Diagnose and resolve hardware, BIOS, driver, operating system, and application-related issues.
Perform break/fix services, preventive maintenance, repairs, and parts replacement.
Manage repair and parts cycles to resolve issues within required service levels.
Own escalated technical issues and ensure timely, professional resolution.
Provide second-line technical support to resellers and distributors.
Maintain knowledge of enterprise server solutions, hardware, and technologies.
Work with the Technical Account Manager, Service Manager, and Product Manager to develop and improve service programs.
Perform fault triage, technical investigations, root-cause analysis, and problem resolution.
Create and contribute to technical documentation, troubleshooting guides, and training materials.
Conduct tests and simulations at company facilities to support troubleshooting and problem resolution.
Travel to customer sites to resolve technical issues and provide technical training.
Train and mentor new Field Service Engineers.
Operate independently in the field and demonstrate sound decision-making and problem-solving.
Manage and de-escalate challenging customer situations professionally.
Determine technical requirements and root causes by working with customers and internal engineering teams.
Research and evaluate alternative solutions and escalate unresolved issues appropriately.
Prepare service reports, metrics, and technical documentation as required.
Manage time and prioritize activities according to customer and business requirements.
Participate in multiple projects and technical activities simultaneously.
Work flexible hours, shifts, weekends, and holidays when required.
Maintain professional communication and strong customer relationships.