Network Field Technician

We are seeking experienced Network Field Service Technician to provide on-site and remote technical support for complex enterprise server environments., The Field Service Engineer will take ownership of assigned customer environments, troubleshoot complex technical issues, coordinate escalations, and ensure a high level of customer satisfaction., Provide on-site and remote troubleshooting and technical support for complex Supermicro and enterprise server equipment.

• Diagnose and resolve hardware, BIOS, driver, operating system, and application-related issues.

• Perform break/fix services, preventive maintenance, repairs, and parts replacement.

• Manage repair and parts cycles to ensure issues are resolved within required service levels.

• Take ownership of escalated technical issues and ensure timely and professional resolution.

• Provide second-line technical support to resellers and distributors.

• Maintain a high level of knowledge of enterprise server solutions, hardware, and technologies.

• Work closely with the Technical Account Manager, Service Manager, and Product Manager to develop and improve service programs.

• Perform fault triage, technical investigations, root-cause analysis, and problem resolution.

• Create and contribute to technical documentation, troubleshooting guides, and training materials.

• Conduct tests and simulations at company facilities to support troubleshooting and problem resolution.

• Travel to customer sites to resolve technical issues and provide technical training.

• Train and mentor new Field Service Engineers.

• Work under the direction of the Technical Account Manager while maintaining ownership of assigned customers.

• Operate independently in the field and demonstrate strong decision-making and problem-solving skills.

• Manage and de-escalate challenging customer situations professionally.

• Determine technical requirements and root causes by working directly with customers and internal engineering teams.

• Research and evaluate alternative solutions and escalate unresolved issues appropriately.

• Prepare meaningful service reports, metrics, and technical documentation where required.

• Manage time effectively and prioritize activities according to customer and business requirements.

• Participate in multiple projects and technical activities simultaneously.

• Work flexible hours, shifts, weekends, and holidays when required.

• Maintain professional communication and strong customer relationships.

The successful candidates will have strong hands-on experience with x86 server hardware, diagnostics, break/fix services, and enterprise customer support. Experience with Supermicro, Dell, HPE, EMC, and similar enterprise systems is highly desirable., 5+ years of experience servicing complex x86 server systems and components.

• Strong hands-on experience with enterprise server hardware and components.

• Experience with Supermicro, Dell, HPE/HP, EMC, or comparable enterprise platforms.

• Strong hardware diagnostics and troubleshooting skills.

• Proven break/fix and on-site customer service experience.

• Solid understanding of how BIOS, firmware, drivers, operating systems, and application loads can contribute to system issues.

• Ability to troubleshoot complex hardware and system-level problems.

• Strong technical communication skills with the ability to lead investigations involving engineers from multiple disciplines.

• Ability to work independently and take ownership of customer issues.

• Strong written and verbal communication skills.

• Excellent time management, organizational, and project management skills.

• Ability to work effectively in a high-pressure, fast-paced, and constantly changing environment.

• Strong problem-solving and analytical skills.

• Proactive and solution-oriented approach.

• Ability to develop action plans, execute them, and provide appropriate follow-up.

• Full professional proficiency in English, both written and spoken.

• Must be punctual, reliable, and detail-oriented.

• Willingness and ability to travel 75% or more.

Preferred Education :

Bachelor’s degree in one of the following :

• Computer Science

• Computer Engineering

• Electrical Engineering

Acceptable alternatives:

• Associate degree in Electrical Technology, Electronics, or a related technical field.

• Equivalent military technical experience may also be considered.

Preferred / Additional Skills :

• Experience supporting large enterprise environments.

• Experience with Windows and Linux operating systems.

• Linux troubleshooting experience.

• Relevant Windows/Linux certifications.

• Experience producing service reports, operational metrics, and technical documentation.

• Experience providing technical training to customers or service engineers.

• Strong understanding of enterprise server architectures and infrastructure.