Technical Assistance Representative
2 weeks ago
Job Req ID: 24312
About Supermicro:
Supermicro stands as a premier provider of cutting-edge server, storage, and networking solutions tailored for Data Centers, Cloud Computing, Enterprise IT, Hadoop/Big Data, Hyperscale, HPC, and IoT/Embedded clients globally.
Our remarkable global growth has enabled us to present numerous new opportunities to the technology sector.
We are in search of skilled, enthusiastic, and dedicated engineers, technologists, and business professionals to join our team.Job Summary:
Supermicro is on the lookout for an exceptional Technical Support Associate to enhance our Global Service network and contribute to the development of a world-class field engineering team.
This role necessitates the ability to work adaptable hours in a call center environment, providing technical assistance via phone and/or web to clients regarding hardware and software challenges.
Key Responsibilities:
Key responsibilities include, but are not limited to:
- Deliver technical support via phone and/or web to clients on hardware and software matters.
- Ability to work flexible hours and/or shifts, including weekends and holidays if necessary.
- Identify requirements and/or root causes of technical challenges by collaborating with clients.
- Respond to inquiries by clarifying desired information; researching, locating, and providing relevant information.
- Resolve issues by clarifying problems; researching and exploring answers and alternative solutions; implementing resolutions.
- Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
- Ensure that escalation situations are managed and resolved promptly and professionally.
- Enhance customer satisfaction through exceptional service.
- Collaborate with other engineers, account managers, and developers.
- Provide and contribute information such as fault triage and training materials.
- Attend and complete all required training and certification assessments.
- Achieve proficiency in servicing and repairing all systems (current, new, and updates).
Qualifications:
- Familiarity with x86 architecture.
Proficiency in server management tools:
IPMI and command line tools
- Knowledge of operating systems - Linux or Windows.
- Understanding of server logs and operating system logs.
- Familiarity with network architecture.
- Ability to meet deadlines - SLA (Service Level Agreements) and KPI (Key Performance Indicators).
- Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferred.
- Experience in engaging with clients to de-escalate situations.
Salary Range
$66,560 - $90,000
The salary offered will depend on various 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 values diversity in our workforce.
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.
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