Sr. Technical Support Associate

Job Req ID: 28665

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:

Join the Supermicro Global Service Installation Team as we build a world-class service organization. This position requires flexibility, including the ability to work nights and weekends, as you will be responsible for equipment installation in a data center environment. Your role will involve racking and stacking, as well as copper and fiber cabling for server and network equipment, and providing technical support for the hardware and software functionality of installed equipment.

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 of customer solution projects.
• Assist and 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 50% of the time to customer installations or to troubleshoot customer issues at customers data centers by air or ground transportation.

Qualifications:

• 8 years of experience in servicing complex X86 systems and components.
• Bachelors degree in Computer Science, Computer Engineering, and Electrical Engineering
• Or an Associates 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 escalate issues promptly, and be proactive in driving solutions.
• Working knowledge of MS Suites with emphasis on Excel, PowerPoint & Project.
• Candidate must have the ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines, and have a demonstrated ability to learn and embrace new and changing technologies.
• Emphasize break/fix and onsite Customer Service/Support.
• Experience in communicating with internal and external customers to explain total solutions.
• Hands-on experience with enterprise-grade server hardware.
• Must be punctual and detail-oriented.
• Strong written and verbal communication skills, project management skills, and solid time management skills.
• The candidate needs to have strong technical communication skills to lead investigations with engineers of multiple disciplines.
• Preferred certification in Windows, Linux, and network pr

Salary Range

$70,304 - $148,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.