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Onsite Technical Support Engineer
2 months ago
Position Overview:
The Onsite Technical Support Engineer plays a crucial role in delivering diagnostic and analytical assistance to clients within a designated region, adhering to the stipulations of the Service Level Agreement (SLA) established with Park Place Technologies.
Key Responsibilities:
As a pivotal member of the support team, the engineer addresses client system failures through comprehensive hardware service, testing, and diagnostic evaluations of hardware, storage networks, and system setups.
The engineer is expected to be available for customer inquiries around the clock, providing support for all equipment irrespective of prior training within the specified service area.
A deep understanding of system configurations and equipment compatibility across various OEM product lines is essential. The engineer should be adept at reviewing internal machine logs.
After Hours Support:
Participation in the After Hours Support Team may be required, ensuring prompt responses to incoming service requests outside of standard business hours, as dictated by customer agreements.
Core Duties:
- Deliver onsite technical assistance to clients.
- Ensure a professional and timely response to customer service requests, maintaining high satisfaction levels.
- Be flexible with scheduling, accommodating shifts at any time of day.
- Conduct effective remote problem analysis prior to site visits, determining necessary parts and documentation to reduce downtime.
- Perform services efficiently and courteously, maintaining clear communication with clients and the support center throughout the repair process.
- Analyze software and hardware error logs, employing diagnostic techniques to facilitate prompt repairs.
- Troubleshoot and resolve hardware, storage network, and configuration issues using various remote tools.
- Follow specific repair protocols tailored to customer needs.
- Assess current and future client requirements based on system usage.
Inventory Management:
- Identify required parts and quantities in accordance with service contracts.
- Return defective or surplus parts promptly.
- Maintain accurate inventory records and conduct biannual physical inventory counts.
Administrative Responsibilities:
- Complete and submit audit forms, email communications, timesheets, and expense reports in a timely manner.
- Actively participate in scheduled team meetings.
- Accurately log all activities using the designated time reporting system.
Qualifications:
- A minimum of seven (7) years of relevant experience with OEM data center hardware.
- Proven field experience with a solid technical foundation.
- Familiarity with various OEM equipment and the ability to quickly learn new products and concepts.
- Capacity to work extended or irregular hours while remaining effective.
- Demonstrated commitment to customer service, prioritizing client needs.
- Ability to work independently while fostering collaboration with team members.
- CompTIA A+ and Server + certifications are required.
- A valid driver's license and a clean driving record are necessary for travel requirements.
- Must be prepared for on-call responsibilities and respond according to service agreements within the assigned territory.
- Ability to maintain regular working hours for site-specific assignments.
- Physical capability to lift 50 pounds and engage in extended periods of standing, walking, and other physical activities.
Preferred Qualifications:
- Additional certifications from major vendors such as Dell, IBM, HP, etc., are advantageous.
- A Bachelor's degree in a related field (e.g., Computer Science, Engineering) or equivalent experience is preferred.
Travel Requirements:
- Willingness to travel to client locations up to 75% of the time within a specified territory.
