Service Technician

Job Req ID: 25448

About Supermicro:

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.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned): 

• Serve as the first point of contact for customer inquiries, providing initial triage and assessing the nature of the issue.
• Guide customers through remote diagnostics and basic troubleshooting steps to resolve common issues efficiently.
• Accurately log customer interactions and technical issues into the ticketing system.
• Monitor and maintain ticket progress, ensuring SLAs are met and customer expectations are exceeded.
• Collaborate with Field Engineers, Technical Account Managers, and other internal teams to ensure seamless customer support.
• Participate in regular team meetings and training sessions to stay current with product updates and new support tools.

Qualifications:

• Bachelor’s degree in computer-related field or Foreign Languages, or at least 3 years of experience in the IT industry.
• Basic knowledge of computer hardware, software, and networking concepts.
• Familiarity with ticketing systems.
• Strong verbal and written communication skills, with attention to professional email and phone etiquette.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• Strong team player with a willingness to learn and grow in a dynamic technical support environment.

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.