Level 3 Support Engineer

Level 3 Support Engineer

Anywhere

Type:
Contract

Category:
Support

Industry: Other

Workplace Type:
Remote

Our client, a multinational IT service and consulting corporation, has an excellent opportunity for a Level 3 Support Engineer to work on a 12‑month contract. Work will be fully remote within the 48 contiguous United States.

As part of our Support Group, you will join an expert support team dedicated to top‑priority customers (hyperscalers and OEMs). This team is part of our Hyperscalers lab and works closely with our local engineering group designing these solutions. The main tasks include:

• Troubleshoot and investigate complex incidents with remote takeover and responsibility for service‑level compliance as well as technical escalations. This troubleshooting can involve:
• Hardware aspects (motherboard, Intel CPU, Atos Node Controllers or Interconnect, peripherals such as disk arrays or PCIe adapters, etc.)
• Firmware aspects (BIOS, BMC, FPGA, Redfish, IPMI, SYSLOG, SNMP, etc.)
• Software aspects (OS drivers, Kernel, etc.)
• Interface with the customer, level 1 support and engineering through the ticketing system
• Present high‑priority ticket progress status to customers
• Coordinate, coach and train support and field engineers
• Document known errors, standard solutions and workarounds in a knowledge database. Communicate the root‑cause analysis and provide information to the L1 support teams
• Help design, test and/or develop debug and audit tools
• Create, maintain and further develop training documentation, e‑learning and webinars
• Participate in the support process improvement

• Bachelor's or Master's in Computer Science or Electrical Engineering recommended (or equivalent experience)
• Extensive troubleshooting experience in the IT environment
• Very good analytical skills and methodology
• Strong knowledge of:
• Server architectures (Intel architecture, motherboard functionalities, etc.)
• Administration of some OS’s:
  Linux, VMware ESXi, Windows Server
• Firmware functionalities (BIOS, BMC, Redfish, IPMI, adapter firmware, etc.)
• OS level drivers
• Networking concepts
• Familiarity with data center infrastructure
• Very good communication skills in English

• Optional:
  Linux scripting capabilities

Rate: $60–70/hr W2

We offer a great benefits package that includes Medical, Dental and Vision benefits, 401(k) with company matching, and life insurance.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre‑tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked‑in state/locality.

Skills, experience and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.