Client is seeking Technical Support Engineers who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by supporting Cloud Remote Technical Support team reporting to the Cloud Sr. Engineering Services Manager. The ability to work across cultural boundaries and to collaborate with other teams are key skills required for this role. The position requires working in a 24/7 operation and will require someone who is pro-active and communicates effectively.
The ideal candidate will be a proven team player and capable professionalism with a history of collaborating with clients to triage issues, determine solutions, and ensuring an overall excellent customer experience. Must have the ability to drive trouble resolution of multi-severity level data center infrastructure related problems and expertise in implementing solutions to resolve these hardware anomalies.
We are recruiting a team of 4-6 Compute & Storage Server Engineers for our Austin, TX location to provide technical support to our Data Center equipment clients and their operations engineers to support weekdays 2nd and 3rd shifts (2pm -11pm & 10pm 7am) and all shifts for weekend days (includes 1st shift 6am 3pm).
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Candidates will be responsible for interfacing with customers, 3rd-party contractors (onsite Field Engineers), and product engineering teams to ensure deliverables meet the optimal responsiveness expected by our customers. The expectation for this position is to drive excellence in operations. Candidate should possess good presentation and communications capabilities.
Performs basic to moderately complex troubleshooting of server hardware.
Ability to analyze/research solutions, diagnose, and resolve server software / hardware failures.
Install, upgrade, and troubleshoot in a lab environment.
Support end users via phone and/or utilizing remote support tools.
Interact with users to address technical issues, responding accurately in a timely and professional manner.
REQUIRED QUALIFICATIONS AND SKILLS
2-4 years of server maintenance, migrations/upgrades, engineering test, debug, technical support, or relevant
Basic to intermediate understanding of server hardware technologies
Knowledge of RAID, Motherboards, server related electronic components (CPU, memory, storage, networking, etc.)
Experience with ticketing system and technical support case processes. ServiceNow Preferred, but not required.
Possess strong organizational and time-management skills
Ability to work independently and collaboratively within a team environment
Able to effectively manage time and prioritize tasks to handle multiple projects simultaneously
Ability to communicate clearly, professionally, and effectively to variety of audiences
Ability to maintain a professional and customer-focused demeanor while providing technical support to end-users
Must be team-oriented with the ability to collaborate with others to bring about a desired outcome
EDUCATION
A.A.S or BS Degree CS, CE, EE or related fields.
Or a combination of education, experience and/or training.
IT Certifications (CompTIA, ITCA, ITIL)
Overall 2+ years of experience in advanced technical positions (technical support, development, solution engineering, solution architect) working with data center compute, storage, and networking infrastructure environments.
Experience in a research and development and/or laboratory experience a plus.
PHYSICAL REQUIREMENTS Individual will be required to use computer keyboards or other equipment for extended periods of time. Individuals may be required to sit or stand for extended periods of time. Specific vision abilities required for this job include close vision for reading and studying technical materials and use of computer monitor screens a great deal of the time. Specific physical abilities required by the job may include walking, carrying, and lifting up to 25 lbs, with some occasional lifting up to 50lbs