Sr. Technical Support Associate

Supermicro • Jersey City, NJ

93d • $70,000 - $148,000

About The Position

Support Supermicro Global Service Installation Team and help build a world class service organization. This position requires the ability to work flexible hours including nights and weekends as required in completion of equipment installation in a data center work environment. Provide racking & stacking, copper/fibre cabling of server and network equipment. To provide technical support for installed equipment pertaining to hardware and software functionalities. The job location for this role will be in Jersey City, New Jersey.

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 two 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.
• Working knowledge of MS Suites with emphasis of Excel, PowerPoint & Project.
• Strong written and verbal communication skills, project management skills, solid time management skills.
• Strong technical communication skills to lead investigations with engineers of multiple disciplines.
• Must have valid license and reliable automobile.

Nice To Haves

• Preferred certification in Windows, Linux and network protocols.
• Emphasize on break / fix and onsite Customer Service.
• Experience in communicating with internal and external customers to explain total solutions.
• Hands-on experience with Enterprise grade server hardware.

Responsibilities

• Knowledge of rack elevations / cable mapping for the installation for customer solution projects.
• Assist / 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 troubleshooting customer issues at customers data centers by air or ground transportation.

Benefits

• Comprehensive benefits package
• Participation in bonus and equity award programs

What This Job Offers

• Job Type: Full-time
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree