IT Support Specialist

Job Req ID: 21336

About Supermicro:

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

Super Micro is looking for an IT Technician to strengthen the team located in the San Jose. This position is part of the Field Services Team under IT department and is primarily responsible for inbound calls/inquires and setting up service dispatches. This individual must have professionalism, patience, and a people first attitude, while attention to detail is a must.

This individual will be responsible for assisting consumers and service technicians by providing appliance service and other product support including inquiries for service and product information, diagnosing service-related issues, and dispatching service while providing a stellar customer experience.

Essential Duties and Responsibilities:

Job included but not limited to:

• Receive incoming calls from consumers, and service technicians and providing diagnostic support on appliances and other products.
• Accept and handle technical/diagnostic calls and process emails/requests to set up new service.
• Escalate calls as needed to Field Technician/Engineer (Tier 1 & 2) for more in depth technical/diagnostic assistance.
• Respond to customer and field technicians' emails
• Document & log support ticket on service calls in ticketing system.
• Complete status updates on service calls completion
• Report common issues identified from service partners for escalation
• Performs other specific duties or assignments as directed by Service Desk Manager

Qualifications:

• Bachelor's degree or equivalent is rquired
• Minimum 2-year call center/customer service experience.
• Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
• Ability to read/understand service manuals/bulletins.
• Excellent communication and interpersonal skills - verbal and written, are required to effectively and accurately communicates in English via email, text, and telephone.
• Ability to work with minimal supervision and research using traditional and online resources.
• Working familiarity of various office equipment (telephone, computer, fax, copier, etc.) and be PC proficient with basic skills in Internet, Excel, and Word.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.