Sr. IT Engineer

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:

• Manage and prioritize service desk tickets, ensuring timely resolution of issues
• Provide advanced technical support for hardware, software, and network-related issues
• Develop and maintain service desk processes, procedures, and best practices
• Assist with analyzing service desk metrics and preparing reports for management
• Collaborate with internal IT teams to resolve complex issues and implement solutions
• Manage escalations and ensure high levels of customer satisfaction
• Contribute to knowledge base development and maintenance
• Participate in IT projects related to service desk improvements
• Ensure adherence to IT policies, procedures, and security protocols

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 5+ years of experience in IT support
• Excellent problem-solving and analytical skills
• Outstanding communication and interpersonal skills
• Ability to work effectively under pressure and manage multiple priorities
• Experience with service desk KPIs and reporting
• Basic to intermediate English skills preferred