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Technical Support Engineer
2 mesi fa
Onsite Systems Engineer
The Onsite Systems Engineer plays a crucial role in delivering technical support and diagnostic services to clients within a designated region or specific accounts, adhering to the Service Level Agreement (SLA) established with Park Place Technologies. This position requires prompt response to client system failures through hardware service, diagnostic testing, and systems analysis of hardware, storage networks, and configurations. The engineer must be prepared to address customer issues around the clock and service all equipment, regardless of prior training on specific products within the assigned area. A comprehensive understanding of system configurations and equipment compatibility across various OEM product lines is essential. The engineer will also review internal machine logs to assist in troubleshooting. Participation in the After Hours Support Team may be required, responding to incoming service requests outside of standard business hours, as dictated by customer contracts.
Key Responsibilities:
- Provide onsite technical assistance to customers:
- Ensure a professional and timely response to service requests, maintaining high customer satisfaction levels.
- Be available for shifts at any time of day.
- Conduct effective remote problem analysis prior to site visits, determining necessary parts and documentation to reduce downtime and avoid multiple trips.
- Deliver services in a cost-efficient manner.
- Exhibit professionalism and courtesy while on-site.
- Maintain clear communication with customers and the support center throughout the repair process, including any anticipated delays.
- Analyze software and hardware error logs, employing diagnostic techniques and operating system analysis for effective repairs.
- Diagnose, troubleshoot, and resolve hardware, storage network, and system compatibility issues.
- Utilize various tools for remote system access to perform diagnostics, repairs, or configuration adjustments.
- Follow specific repair protocols as per customer requirements.
- Assess current and future customer needs based on system usage.
- Manage Inventory and Parts:
- Identify required parts and quantities according to service contracts.
- Timely return of defective or surplus parts.
- Maintain accurate inventory counts and conduct bi-annual physical inventory checks.
- Administrative Duties:
- Complete and submit audit forms, email communications, timesheets, and expense reports promptly.
- Attend and contribute to regular team meetings.
- Accurately document all activities using the Field Point time reporting system.
Qualifications:
- Minimum of seven (7) years of experience with OEM data center hardware.
- Proven field experience.
- Strong technical aptitude.
- Familiarity with various OEM equipment and the ability to quickly learn new products and concepts.
- Capacity to work extended or irregular hours while remaining effective (including on-call duties).
- Demonstrated customer service experience, prioritizing customer needs.
- Ability to work independently while also collaborating effectively with others.
- CompTIA A+ and Server+ certifications required.
- Valid driver's license and a clean driving record in accordance with travel requirements.
- Must be able to assume on-call status and respond according to service level agreements within the assigned territory.
- Ability to maintain regular working hours as assigned for site-specific roles.
- Must be capable of lifting 50 pounds and performing physical tasks such as standing, walking, pulling, lifting, squatting, reaching, bending, and stooping for over 50% of the workday.
Preferred Qualifications:
- Certifications from major vendors like Dell, IBM, HP, etc. are advantageous.
- Bachelor's degree in a related field (e.g., Computer Science, Engineering) or equivalent experience is preferred.
Travel Requirements:
- Willingness to travel to client locations up to 75% of the time within a designated territory radius (up to 4+ hours/one way by car).
