Service Engineer

Zones LLC. • Austin, TX

26d • $40 - $50 • Onsite

About The Position

In this role, you will be responsible for fieldwork at customer sites to resolve and repair server systems. The Service Engineer 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.
The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
• Minimum of 5 years experience in field support servicing complex X86 systems and parts preferred
• Will consider an associate degree in electrical technology, electronics, or equivalent military experience
• Emphasize break/fix experience and on-site customer service experience
• Hands-on experience with servers (Supermicro, EMC, DELL, HP)
• Solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
• Strong technical communication skills to lead investigations with engineers of multiple disciplines
• Strong written and verbal communication skills, project management skills, and solid time management skills
• Be able 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
• Ability to work in a challenging, dynamic, and fast-paced environment with the ability to identify and escalate issues promptly, and be proactive in driving solutions
• Full professional proficiency in English (read/write/speak)

Nice To Haves

• Work experience in large enterprises or certification in Windows and Linux environments is a plus
• Hands-on experience with GPU systems is a plus
• Familiarity with Linux is a plus
• Ability to produce meaningful reports and metrics is a plus

Responsibilities

• Primarily work in a data center type of work environment to provide technical support onsite for key customers on hardware and software issues.
• On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
• Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to the reseller/distributors in all aspects of customer support
• Have a very high level of enterprise solution product knowledge
• Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
• Provide and contribute information such as fault triage and training materials
• Run tests and simulations at our facility to assist with problem-solving
• Travel to the field to train and or resolve customer issues
• Train new service engineers
• Able to work under the Technical Account Manager's direction and take ownership of customer base
• Demonstrate and completely the ability to be self-sufficient in the field
• Able to defuse challenging situations
• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, and effectiveness while meeting daily service expectations
• Determines requirements and/or root cause of technical issues by working with customers
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Ability to produce meaningful reports and metrics is a plus
• Ability to work be for 24 x7 Shift Coverage and/or flexible shifts including weekends and holidays if needed

Benefits

• Zones offers a comprehensive Benefits package
• you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees