The Technical Support Engineer provides level three technical support on data center equipment and possesses specific original equipment manufacturer (OEM) product knowledge of server, storage, or network equipment.  A “customer first” attitude is inherent in every engagement while regularly consulting and troubleshooting with field engineers, internal employees, and customers to solve issues escalated to higher level Technical Support. In addition, the Technical Support Engineer is responsible for completing research, documenting processes and procedures, and assisting with the NPI process for the release and support of new products to our third-party maintenance portfolio.   

 

Required Skillset:

Good Server architecture knowledge Good hardware troubleshooting knowledge of Wintel based rack and blade server platforms. Ability to troubleshoot and diagnose hardware failures issues independently, then to create detailed action plans on how to replace failed hardware components. Ability to diagnose software vs hardware issues (break/fix) Good understanding of network terminology Some working knowledge of other OEM systems, such as Linux, VMware, AIX, or Nutanix hypervisor environments is a plus.

 

Bonus Points

Vendor Certifications Knowledge of any Quanta servers is a plus. Experience with Arista Network Switches Experience in direct field service is not essential but is preferred.

 

What you’ll be doing:

Provide remote level three technical support to field engineers and customer end users, via problem identification, troubleshooting, diagnostics, and repair strategy, through resolution. Initial focus will be to provide remote support to 2 large Fortune level, international clients, as they do a major expansion to their world-wide server systems. Responsible for creation and review of technical solutions in the form of action plans. Manage the client and internal field teams’ expectations, exhibit excellent communication skills as well as securing client confidence in Park Place Technologies to maintain their equipment. Timely escalations of more complex technical issues to Senior Technical Support Engineers. Attend internal product training classes. Prioritize tickets based on the severity of the situation. Engage with vendor partners to ensure that customer issues are resolved in an expedient manner. Actively monitor an assigned queue for incoming support requests raised by customers. Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging. Contribute to the collective knowledge of the Advanced Engineering team.

What we’re looking for:

5 years minimum experience with system installation, upgrades, and hardware Field Replacement Unit (FRU) procedures of products assigned. Background in engineering, service and support required. Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette. Ability to understand and navigate technical situations with strong problem-solving skills. Productive with minimal supervision and possess excellent time management skills. Working knowledge of the specific OEM operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities. Experience working in a professional and consultative manner with customers, management, and platform vendor support requirements. Ability to work under pressure with calmness and composure. Ability to thrive in a team environment where resolutions may require a group effort.

Education:

Bachelor’s Degree preferred, but equivalent experience will be considered.

Travel:

< 10% (Possible occasional travel to HQ or other location for training)

 

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707.

 

Park Place Technologies is an Equal Opportunity Employer M/F/D/V.

 

Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.