Data Center Engineer (On-site)

at  Trace3

Who is Trace3?
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.
Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!
Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.

QUALIFICATIONS & INTERESTS:

• An associate’s degree or higher is preferred (or equivalent level of education/work experience).
• A minimum of 5 years of working experience with hands-on troubleshooting on server, storage, and networking hardware.
• CompTIA and Linux Certifications or equivalent desired.
• Experience working on server, storage, and networking hardware
• Exceptional attention to detail and strong organizational and troubleshooting skills.
• Proficient in service and repair of all systems (current, new, and updates)
• Experience with online productivity tools (i.e., ConnectWise Manage, WebEx, ServiceNow).
• Must have initiative and motivation to learn.
• Must be customer-centric and can work under aggressive timelines.
• Ability to multi-task while adhering to Company and customer standards.

ABOUT THE ROLE:

The Data Center Engineer will provide technical support and triage on client server, storage, networking hardware both onsite and remote. This position will manage any support escalation between partners and customers and determine action plan, and root cause of technical issues.

WHAT YOU’LL DO:

• Review service requests, consult with users, and provide technical analysis and deliverables to client.
• Provide Onsite support and triage on server, storage, and networking hardware.
• Provide Tier Two-level support on the server, storage, and networking troubleshooting.
• Perform firmware and/or BIOS updates on server, storage, and networking hardware platforms.
• Initiate service requests with partners for dispatch and/or work directly with customers to diagnose an issue and affect repair.
• Access customer management environment via remote management tools to identify failure and/or issues.
• Work with backline support to isolate and confirm issues so that you can receive a component replacement, exchange, or fix.
• Access customer environment to validate repairs after they have been completed.
• Responsible for customer support requests to meet customer SLA (service level agreement).
• Join or host phone or remote sessions to understand the environment and identify the next steps for remediation.
• Manage any support escalation between partners and customers.
• Determine the action plan and the root cause of technical issues.
• Acquire, develop, document, maintain, and expand knowledge base of relevant products, current support policies, and methods of support delivery in order to provide technically accurate and complete solutions quickly.
• Implement “best practices” as communicated and agreed upon with the end customer.
• Provide “as-built” documentation per the agreement or ticket