Senior Service Technician

Responsibilities

• Primarily work in a Datacenter environment at customer site.
• Provide on-premise field repair at customer facility.
• 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 in person.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Hands‑on work on servers and computers/networking equipment.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• 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).

• High school or Associate's degree preferred;
  Bachelor's degree in engineering is a huge plus.
• Minimum of 5 years of experience of debug, troubleshooting, or repair in hardware industry, preferably computer and/or server products.
• Hands on experience with servers (Supermicro, EMC, DELL, HP) is a plus.
• Experience in talking with customers and conflict resolution.
• Touch‑type 40+ WPM.
• Relevant experience, including military experience or CLEP may be counted towards degree.
• Background in Linux or networking is a plus.
• Can travel 15 days per year.
• Must have authorization to work in the US without sponsorship.