L3 IT Service Desk Engineer

Company Overview

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 businesses do 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:
  
  on‑site in San Jose, California
• Pay: up to $39/hr
• Hours:
  
  M-F 8‑5pm

You will help 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.

• Support global customers and service teams. Must be able to work swing and graveyard shifts and, depending on assignment, may need to work weekends.
• Help build, automate, and maintain lab and test systems.
• Troubleshoot and isolate x86 component issues, including CPU, memory, PSU, and motherboard failures.
• Analyze and debug CPU, memory, motherboard, GPU, PCIe, and AOC related issues.
• Understand BMC chip functionality and utilize various BMC tools and software.
• Assist in resolving issues escalated by L1 and L2 engineering teams within a reasonable timeframe.
• Apply troubleshooting methodologies, including system log analysis, error code interpretation, and diagnostic tool usage.
• 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 engineering, quality, and product management teams to isolate and resolve product issues.
• Maintain organization and prioritize service escalations, documentation, records, and test logs for review.
• Clearly communicate technical issues and resolutions to customers, engineering teams, and management.
• Configure and troubleshoot iSCSI, multipath fiber, RoCE, SAS, and network switches.
• Reproduce field issues in the lab and perform low‑level validation testing. Review findings with engineering teams.
• Create test plans, SOPs, best practice guides, educational materials, and training documentation.
• Work comfortably in Linux, VMware, and server environments.
• Perform basic scripting using shell or batch scripts.
• Drive customer success through documentation, training, education, and issue resolution.
• Train internal employees, customers, ASPs, and partners on SMC solutions as needed.
• Mentor and support junior service engineers.
• Travel to customer sites when necessary to assist with issue resolution.
• Generate reports and analyze databases to identify recurring or widespread product issues.
• Audit helpdesk tickets when requested by service management.

• Bachelor’s degree in Electrical Engineering, Computer Science, or equivalent experience preferred.
• 8+ years of experience in field engineering supporting complex GPU servers, storage…