L2 SME

L2 SME

Location:

San Jose, NJ, United States

Salary Range: USD 36.00–38.00 Hourly

Date Posted:

Sep 20, 2026

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. TM

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: 6 month contract to hire

Location:

Jersey City, NJ

Pay: $36.00 - $38.00; commensurate with experience

Hours:

multiple shifts available

In this role, you will support a Global Service network and build a world-class field engineering organization. This position requires seasoned enterprise software and hardware technical knowledge and understanding, to be Service oriented, and Quality experienced Engineer. The Engineer will help maintain technical information, provide technical information to education and service teams, and may assist with teaching and presenting technical hardware/software to many audiences.

Your primary role will be handling escalation issues from our Service help desk department. Understanding the root cause from an engineering and quality perspective, as well as helping solve complex issues and providing these solutions throughout the service teams. You will be working alongside Product managers, architects, engineers, developers, logistics teams, quality teams, and service teams to help bridge and close the gap between engineering and customer escalation issues.

Your impact will be directly responsible for ensuring our commitment to product quality, service, and engineering excellence.

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.

• Support global customers and service teams. Must be able to work swing and graveyard shifts and, depending on assignment, may be required to work weekends.
• Troubleshoot and isolate x86 component issues, including CPU, memory, PSU, and motherboard failures.
• Analyze debug logs and system information related to OS, CPU, memory, motherboard, GPU, PCIe, and AOC-related issues.
• Understand BMC chip functionality and utilize various BMC tools and software for troubleshooting and diagnostics.
• Assist with resolving issues escalated from the L1 team.
• Apply troubleshooting methodologies, including system log analysis, error code interpretation, and diagnostic tool utilization.
• Support root cause analysis, triage, and postmortem investigations through lab testing, engineering collaboration, and daily issue tracking until root cause is identified.
• Work closely with the L3 team to isolate and resolve complex product issues.
• Escalate issues to L3 when resolution cannot be achieved. Ensure…