Technical Support Analyst providing Tier 2 support for Achievers’ employee recognition and rewards platform. Troubleshooting integrations, migrations, upgrades, and client technical issues from Toronto.
About the role
- Technical Support Associate installing, cabling, and troubleshooting Supermicro server, storage, and networking equipment in Quebec. Providing onsite customer support and coordinating data center deployments with engineering teams.
Responsibilities
- Support Supermicro Global Service Installation Team and help build a world class service organization
- Provide racking and stacking and copper/fibre cabling of server and network equipment
- Provide technical support for installed equipment relating to hardware and software functionalities
- Use rack elevations and cable mapping for customer solution installations
- Assist and support deployment of server, storage, and networking equipment
- Perform physical installation, rack and stack, cabling, and networking of data center hardware
- Coordinate and collaborate with engineering teams to ensure seamless hardware integration and deployment according to specifications
- Conduct quality checks and test system functionality after installation
- Provide frontline technical support to end-users via phone, email, and ticketing system
- Diagnose and troubleshoot hardware, software, and network-related issues
- Escalate complex problems to higher-level support teams when necessary
- Travel up to 75% to customer installations or customer data centers by air or ground transportation
Requirements
- 8 years of experience servicing complex X86 systems and components
- Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering, or an Associate’s degree in Electrical/Electronic Engineering or equivalent discipline plus equivalent relevant experience
- Minimum 2 years of experience with Customer Support
- Demonstrated hardware system diagnostics skills
- Understanding of how BIOS, drivers, and application loads can cause system issues
- Ability to solve problems and make decisions
- Ability to work in a challenging, dynamic, and fast-paced environment
- Solution-oriented team player able to identify and escalate issues promptly
- Working knowledge of MS Suites, especially Excel, PowerPoint, and Project
- Ability to participate in multiple concurrent cross-functional projects within established timelines
- Ability to learn and embrace new and changing technologies
- Experience with break/fix and onsite customer service
- Experience communicating technical total solutions to internal and external customers
- Hands-on experience with enterprise-grade server hardware
- Punctual and detail-oriented
- Strong written and verbal communication skills
- Project management and time management skills
- Strong technical communication skills to lead investigations with engineers across multiple disciplines
- Preferred certification in Windows, Linux, and network protocols
- Must have a valid license and reliable automobile
Benefits
- Comprehensive benefits package
- Potential eligibility for bonus programs
- Potential eligibility for equity award programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
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