Service Engineer

Description

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one:
Zones – First Choice for IT.

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.

Follow Zones, LLC on Twitter @Zones, and Linked In and Facebook.

Term: 1+ year

Location:

Austin, TX

Pay: $40.00 - $50.00; commensurate with experience

Hours:

multiple shifts available

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.

• 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 have 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.

• 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.
• Work experience in large enterprises or…