Technical Support Associate

Super Micro Computer•Memphis, TN

10d

About The Position

Supermicro is looking for a stellar Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This job requires the ability to work flexible hours in a call center work environment to provide technical support over phone and/or web to customers on hardware and software issues.

Requirements

Knowledge of x86 architecture
Knowledge of server management tools: IPMI and command line tools
Knowledge of OS – Linux or Windows
Knowledge of server logs and OS logs
Knowledge of Network architecture
Meeting deadlines – SLA (Service Level Agreements) and KPI (Key Performance Indicators)

Nice To Haves

Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable
Experience in talking with customers to defuse situations

Responsibilities

Provide technical support over phone and/or web to customers on hardware and software issues
Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
Determine requirements and/or root cause of technical issues by working with customers
Answer inquiries by clarifying desired information; researching, locating, and providing information
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
Fulfill requests by clarifying desired information; completing transactions; forwarding requests
Ensure escalation situations are managed and corrected quickly and professionally
Drive customer satisfaction through service excellence
Work with other engineers, account managers and developers
Provide and contribute information such as fault triage and training materials
Attend and complete all required training and certification exams
Learn to be proficient in service and repair of all systems (current, new, and updates)