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Field Service Technician

2 months ago

Salt Lake, Utah, United States Support Revolution Full time
Location:
Remote Position

About Support Revolution:

Support Revolution is a leading provider of innovative server, storage, and networking solutions tailored for various sectors including Data Centers, Cloud Computing, and Enterprise IT.

Our rapid growth has opened numerous opportunities for skilled professionals in the technology field.

Job Overview:
We are looking for a dedicated Field Service Technician to join our Global Service Team. This role involves on-site and remote support to troubleshoot and repair server systems at client locations.

The Field Service Technician plays a vital role in post-sales support, requiring a blend of technical expertise and strong interpersonal skills.

This position is essential for enhancing our Global Service network and developing a premier field service organization.

Key Responsibilities:
The following duties are essential to this role (additional tasks may be assigned):

  • Conduct on-site and remote diagnostics to resolve intricate technical issues with our equipment in enterprise settings.
  • Elevate customer satisfaction through exceptional service delivery, managing maintenance schedules, and repair timelines.
  • Address escalation scenarios promptly and professionally.
  • Provide second-line support to resellers and distributors across all customer service aspects.
  • Maintain a comprehensive understanding of enterprise solution products.
  • Collaborate with Technical Account Managers and Service Managers to develop service programs.
  • Create and share resources such as troubleshooting guides and training materials.
  • Perform tests and simulations to aid in problem resolution.
  • Travel to client sites for training and issue resolution.
  • Mentor new service technicians.
  • Operate under the guidance of Technical Account Managers while managing your customer portfolio.
  • Exhibit self-sufficiency in field operations.
  • Skillfully navigate challenging situations.
  • Manage time effectively, prioritizing tasks to meet service expectations.
  • Identify technical issues by collaborating with customers to determine requirements and root causes.
  • Resolve issues by clarifying problems, researching solutions, and implementing corrective actions.
  • Produce insightful reports and metrics as needed.
  • Availability for flexible hours, including weekends and holidays, may be required.
  • Willingness to travel up to 25%.

Qualifications:

  • Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent experience preferred.
  • At least 3 years of experience in field support for complex X86 systems is preferred.
  • Consideration will be given to candidates with an Associate's Degree in electrical technology or equivalent military experience.
  • Experience in large enterprises or certifications in Windows and Linux environments is advantageous.
  • Emphasis on break/fix experience and on-site customer service is essential.
  • Hands-on experience with server hardware (Supermicro, EMC, DELL, HP) is required.
  • Strong diagnostic skills for hardware systems and understanding of BIOS, drivers, and application loads.
  • Excellent technical communication skills to lead cross-disciplinary investigations.
  • Proficient written and verbal communication skills, along with project management and time management abilities.
  • Ability to engage in multiple projects simultaneously in a dynamic environment, adhering to timelines while adapting to new technologies.
  • Capacity to thrive in a fast-paced setting, identifying and escalating issues proactively.
  • Full professional proficiency in English (reading, writing, speaking) is required.
  • Familiarity with Linux is a plus.

Salary Range: $70,000 - $100,000

The offered salary will depend on various factors, including location, experience, education, and skills.

In addition to a comprehensive benefits package, candidates may qualify for other compensation forms, including bonuses and equity awards.

Support Revolution is an Equal Opportunity Employer and values diversity in our workforce.

We are committed to providing equal opportunities to all qualified applicants and employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, pregnancy, genetic information, or any other legally protected status.