As indicated earlier expertise and skill set of candidates to cover the troubleshooting and break-fix on: Servers (CPU, GPU), Storage, Networking and Liquid Cooling Preferred with Linux/Unix Operating Systems, IPMI/BMC Firmware / software tools. Nvidia/AMD GPU HW, FW, SW experience, and familiarity is a plus. We also need some one with skills to manage RMAs and Inventory management for parts auditing and management and working with our RMA local/region.
Includes the following essential duties and responsibilities (other duties may also be assigned):
* Primarily work in a data center type of work environment to provide technical support onsite for key customers on hardware and software issues.
* On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
* Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
* Ensure escalation situations are managed and corrected quickly and professionally
* Provide 2nd line support to the reseller/distributors in all aspects of customer support
* Have a very high level of enterprise solution product knowledge
* Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
* Provide and contribute information such as fault triage and training materials
* Run tests and simulations at our facility to assist with problem-solving
* Travel to the field to train and or resolve customer issues
* Train new service engineers
* Able to work under the Technical Account Manager's direction and take ownership of customer base
* Demonstrate and completely the ability to be self-sufficient in the field
* Able to defuse challenging situations
* Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, and effectiveness while meeting daily service expectations
* Determines requirements and/or root cause of technical issues by working with customers
* Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
* Ability to produce meaningful reports and metrics is a plus
* Ability to work be for 24 x7 Shift Coverage and/or flexible shifts including weekends and holidays if needed
* Travel is required (up to 25% or more)
Qualifications:
* Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
* Minimum of 5 years experience in field support servicing complex X86 systems and parts preferred
* Will consider an associate degree in electrical technology, electronics, or equivalent military experience
* Work experience in large enterprises or certification in Windows and Linux environments is a plus
* Emphasize break/fix experience and on-site customer service experience
* Hands-on experience with servers (Supermicro, EMC, DELL, HP)
* Hands-on experience with GPU systems is a plus & highly preferred
* Solid hardware system diagnostics skills, as well as a good understanding of how BIOS, drivers, and application loads can cause system issues
* Strong technical communication skills to lead investigations with engineers of multiple disciplines
* Strong written and verbal communication skills, project management skills, and solid time management skills
* Be able 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
* Ability to work in a challenging, dynamic, and fast-paced environment with the ability to identify and escalate issues promptly, and be proactive in driving solutions
* Full professional proficiency in English (read/write/speak)
* Familiarity with Linux is a plus.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
