Sr. Technical Support Associate

Supermicro•Plano, TX

10h•Onsite

About The Position

Join the Supermicro Global Service Installation Team as we build a world-class service organization. This position requires flexibility, including the ability to work nights and weekends, as you will be responsible for equipment installation in a data center environment. Your role will involve racking and stacking, as well as copper and fiber cabling for server and network equipment, and providing technical support for the hardware and software functionality of installed equipment.

Requirements

8 years of experience in servicing complex X86 systems and components.
Bachelor's degree in Computer Science, Computer Engineering, and Electrical Engineering Or an Associate's degree in Electrical / Electronic Engineering, or equivalent discipline, plus equivalent years of relevant experience, preferably in the servicing of X86 systems and components.
Minimum 2 years of experience with Customer Support.
Demonstrated hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues.
Ability to solve problems and make decisions as necessary.
Ability to work in a challenging, dynamic, and fast-paced environment.
Must be solution-oriented, a team player with the ability to identify and escalate issues promptly, and be proactive in driving solutions.
Working knowledge of MS Suites with emphasis on Excel, PowerPoint & Project.
Candidate must have the ability 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.
Emphasize break/fix and onsite Customer Service/Support.
Experience in communicating with internal and external customers to explain total solutions.
Hands-on experience with enterprise-grade server hardware.
Must be punctual and detail-oriented.
Strong written and verbal communication skills, project management skills, and solid time management skills.
The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines.

Nice To Haves

Preferred certification in Windows, Linux, and network pr

Responsibilities

Knowledge of rack elevations/cable mapping for the installation of customer solution projects.
Assist and support the deployment of server, storage, and networking equipment.
Perform physical installation, rack and stack, cabling, and networking of data center hardware.
Coordinate with the engineering team to ensure seamless integration of hardware solutions.
Collaborate with the engineering team to ensure proper hardware deployment according to specifications.
Conduct quality checks and test system functionality post-installation.
Provide frontline technical support to end-users via phone, email, and ticketing system.
Diagnose and troubleshoot hardware, software, and network-related issues.
Escalate complex problems to higher-level support teams when necessary.
Be willing to travel up to 50% of the time to customer installations or to troubleshoot customer issues at customers' data centers by air or ground transportation.