Data Center Service Engineer

Company Overview

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one:
Zones – First Choice for IT.TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.

Follow Zones, LLC on Twitter @Zones, and Linked In and Facebook.

Term: 3 years

Location:

Endicott, NY
Pay: $40.00 - $50.00

Hours:

standard business hours

In this role, you will act as a single point of onsite contact and customer liaison for onsite incidents at the customer location/data center. Work with customer to capture & document the problem description for the onsite incidents.

• Onsite customer liaison for onsite activities:
  Act as a single point of onsite contact and customer liaison for onsite incidents at the customer location / data center. Work with customer to capture & document the problem description for the onsite incidents. Assist with the generation of monthly KPI reports working with TAM – drive to positive CSAT and SLA adherence. Provide onsite project coordination, onsite installations/implementation support & knowledge transfer.
• Onsite trouble shooting & Break‑fix:
  Collect necessary system information and logs required to trouble shoot the issue. Perform onsite troubleshooting as required. Resolve issues / incidents that the resident specialist able to address.
• Case management & service desk triage:
  Help with logging the incident / case. Engage Supermicro TAM/PM and engineering for additional for complex issues. Coordinate the dispatch parts & returns working with Service Desk & RMA. Coordinate additional FE dispatch as required for detailed trouble shooting or additional smart hands for onsite break‑fix.
• Parts inventory management and audit for onsite spares:
  Manage the onsite or near‑site/depot parts inventory for customer as appropriate. Work with Supermicro TAM and logistics to replenish.
• Firmware and Security and critical patch update execution (based on customer direction):
  Coordinate with TAM for Product change notifications covering HW or FW revisions. Perform FW updates and security patches upon validation and approval by customer aligned with the customer solution release testing of the updates – Periodicity – Quarterly.
  
  Note:
  
  Customer is expected to test and certify the FW in their labs and provide instructions to execute FW in your environment for the resident engineer to follow.
• Additional tasks:
  Any other tasks additionally required by customer to ensure smooth operation of Supermicro hardware will be discussed and agreed upon prior and may require additional charges.

• Soft skills, very important to communicate with all levels and more importantly to let Tyler know what is going on before you go to the client.
• Able to work with CRM’s like Salesforce;
  Supermicro requires a lot of documenting.
• Experience with liquid cool systems.

While we’re committed to providing top‑tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state‑mandated sick leave, along with other benefits designed to support your well‑being and work‑life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment…