L3 IT Service Desk Engineer

Zones LLC.•San Jose, CA

12d•$35 - $38•Onsite

About The Position

This role is for an L3 IT Service Desk Engineer on a 6-month contract-to-hire basis, located on-site in Jersey City, NJ. The position offers a pay rate of up to $38/hr and operates on a Monday-Friday, 8 AM to 5 PM schedule. The engineer will provide technical information to education and service teams, potentially assisting with teaching and presenting technical hardware/software. The primary responsibility will be handling escalation issues from the Service help desk, focusing on understanding root causes from an engineering and quality perspective, solving complex issues, and disseminating these solutions. The role involves collaborating with Product Managers, architects, engineers, developers, logistics, quality, and service teams to bridge the gap between engineering and customer escalations, directly impacting product quality, service, and engineering excellence. The position requires supporting global customers and service teams, with the possibility of working swing and graveyard shifts, and potentially weekends depending on assignment. Key tasks include building, automating, and maintaining lab and test systems; troubleshooting x86 component failures (CPU, memory, PSU, motherboard); analyzing and debugging various component issues (CPU, memory, motherboard, GPU, PCIe, AOC); understanding BMC chip functionality; assisting L1 and L2 teams with escalated issues; applying troubleshooting methodologies; supporting root cause analysis and postmortem investigations; collaborating with engineering, quality, and product management; maintaining organized records of escalations and test logs; communicating technical issues clearly; configuring and troubleshooting iSCSI, multipath fiber, RoCE, SAS, and network switches; reproducing field issues in the lab; creating test plans and documentation; working in Linux, VMware, and server environments; performing basic scripting; driving customer success through documentation and training; training internal employees and partners; mentoring junior engineers; traveling to customer sites when necessary; generating reports and analyzing databases; and auditing helpdesk tickets.

Requirements

Bachelor’s degree in Electrical Engineering, Computer Science, or equivalent experience preferred.
8+ years of experience in field engineering supporting complex GPU servers, storage enclosures, networking systems, and enterprise GPU environments.
Strong knowledge and hands-on experience with IPMI and BMC tools.
Experience working with Linux, VMware, and Windows Server operating systems.
Strong understanding of x86 architecture.
Experience using debug and diagnostic tools for PCIe, CPU, memory, and motherboard issue isolation.
Knowledge of motherboard design, networking technologies, cabling, network switches, and storage controllers.
Skills in scripting, automation, low-level debugging, system testing, and performance testing.
Experience with Python, VMware, Kubernetes, Redfish, and related technologies.
Experience configuring and troubleshooting iSCSI, multipath fiber, RoCE, SAS, and network switches.
Excellent communication skills with the ability to work effectively with customers and engineering teams in challenging situations.
Must be fluent in English.
Ability to travel approximately 5–10% as needed.
Strong analytical and critical thinking skills.
Ability to work independently and collaboratively in a team environment.
Passion for learning and staying current with emerging technologies and industry trends.

Nice To Haves

Certifications such as CCNA, MCSE, A+, Linux Administration, or Server+ are a plus.
GPU server experience is a plus.

Responsibilities

Provide technical information to education and service teams.
Assist with teaching and presenting technical hardware/software to various audiences.
Handle escalation issues from the Service help desk department.
Understand the root cause of issues from an engineering and quality perspective.
Solve complex issues and provide solutions throughout the service teams.
Work alongside Product managers, architects, engineers, developers, logistics teams, quality teams, and service teams to bridge and close the gap between engineering and customer escalation issues.
Support global customers and service teams.
Work swing and graveyard shifts, and potentially weekends depending on assignment.
Build, automate, and maintain lab and test systems.
Troubleshoot and isolate x86 component issues, including CPU, memory, PSU, and motherboard failures.
Analyze and debug CPU, memory, motherboard, GPU, PCIe, and AOC related issues.
Understand BMC chip functionality and utilize various BMC tools and software.
Assist in resolving issues escalated by L1 and L2 engineering teams within a reasonable timeframe.
Apply troubleshooting methodologies, including system log analysis, error code interpretation, and diagnostic tool usage.
Support root cause analysis, triage, and postmortem investigations through lab testing, engineering collaboration, and daily issue tracking until root cause is identified.
Work closely with engineering, quality, and product management teams to isolate and resolve product issues.
Maintain organization and prioritize service escalations, documentation, records, and test logs for review.
Clearly communicate technical issues and resolutions to customers, engineering teams, and management.
Configure and troubleshoot iSCSI, multipath fiber, RoCE, SAS, and network switches.
Reproduce field issues in the lab and perform low-level validation testing.
Review findings with engineering teams.
Create test plans, SOPs, best practice guides, educational materials, and training documentation.
Work comfortably in Linux, VMware, and server environments.
Perform basic scripting using shell or batch scripts.
Drive customer success through documentation, training, education, and issue resolution.
Train internal employees, customers, ASPs, and partners on SMC solutions as needed.
Mentor and support junior service engineers.
Travel to customer sites when necessary to assist with issue resolution.
Generate reports and analyze databases to identify recurring or widespread product issues.
Audit helpdesk tickets when requested by service management.