Sr. Technical Support Associate

About Supermicro
Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community.

We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Req
About Supermicro
Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community.

We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary
Support Supermicro Global Service Installation Team and help build a world class service organization. This position requires the ability to work flexible hours including nights and weekends as required in completion of equipment installation in a data center work environment. Provide racking & stacking, copper/fibre cabling of server and network equipment. To provide technical support for installed equipment pertaining to hardware and software functionalities.

The job location for this role will be in Quebec, Canada.

Essential Duties And Responsibilities
Includes the following essential duties and responsibilities (other duties may also be assigned):

Knowledge of rack elevations / cable mapping for the installation for customer solution projects.

Assist / support the deployment of server, storage, and networking equipment.

Perform physical installation, rack and stack, cabling, and networking of data center hardware.

Coordinate with the engineering team to ensure seamless integration of hardware solutions.

Collaborate with the engineering team to ensure proper hardware deployment according to specifications.

Conduct quality checks and test system functionality post-installation.

Provide frontline technical support to end-users via phone, email, and ticketing system.

Diagnose and troubleshoot hardware, software, and network-related issues.

Escalate complex problems to higher-level support teams when necessary.

Be willing to travel up to 75% of the time to customer installations or troubleshooting customer issues at customers data centers by air or ground transportation.

Qualifications

8 years of experience in servicing complex X86 systems and components.

Bachelor’s degree in Computer Science, Computer Engineering, and Electrical Engineering

Or an Associate’s degree in Electrical / Electronic Engineering, or equivalent discipline, plus equivalent years of relevant experience, preferably in the servicing of X86 systems and components.

Minimum 2 years of experience with Customer Support.

Demonstrated hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues.

Ability to solve problems and make decisions as necessary.

Ability to work in a challenging, dynamic, and fast-paced environment. Must be solution-oriented, a team player with the ability to identify and elevate issues in a timely manner, and be proactive in driving solutions.

Working knowledge of MS Suites with emphasis of Excel, PowerPoint & Project.

Candidate must have an ability to participate in multiple cross-functional projects concurrently in a rapidly…