Technical Support Associate

at  Super Micro Computer

Technical Support Associate
Date: Mar 28, 2024
Location: Jersey City, New Jersey, United States
Company: Super Micro Computer

JOB SUMMARY:

Supermicro is looking for a stellar Technical Support Associate to support our Global Service network and help build a world class field engineering organization. This job requires the ability to work flexible hours in a call center work environment to provide technical support over phone and/or web to customers on hardware and software issues. This position will be based in our office located in Jersey City, NJ.

QUALIFICATIONS:

• Knowledge of x86 architecture
• Knowledge of server management tools: IPMI and command line tools
• Knowledge of OS – Linux or Windows
• Knowledge of server logs and OS logs
• Knowledge of Network architecture
• Meeting deadlines – SLA (Service Level Agreements) and KPI (Key Performance Indicators)
• Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable
• Experience in talking with customers to defuse situations

INCLUDES THE FOLLOWING ESSENTIAL DUTIES AND RESPONSIBILITIES (OTHER DUTIES MAY ALSO BE ASSIGNED):

• Provide technical support over phone and/or web to customers on hardware and software issues
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Determine requirements and/or root cause of technical issues by working with customers
• Answer inquiries by clarifying desired information; researching, locating, and providing information
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests
• Ensure escalation situations are managed and corrected quickly and professionally
• Drive customer satisfaction through service excellence
• Work 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 exams
• Learn to be proficient in service and repair of all systems (current, new, and updates)