Technical Support Associate

Includes the following essential duties and responsibilities (other duties may also be assigned): * Provide technical support over phone and/or web to customers on hardware and software issues * Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed * Determine requirements and/or root cause of technical issues by working with customers * Answer inquiries by clarifying desired information; researching, locating, and providing information * Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions * Fulfill requests by clarifying desired information; completing transactions; forwarding requests * Ensure escalation situations are managed and corrected quickly and professionally * Drive customer satisfaction through service excellence * Work with other engineers, account managers and developers * Provide and contribute information such as fault triage and training materials * Attend and complete all required training and certification exams * Learn to be proficient in service and repair of all systems (current, new, and updates)

• Knowledge of x86 architecture * Knowledge of server management tools: IPMI and command line tools * Knowledge of OS - Linux or Windows * Knowledge of server logs and OS logs * Knowledge of Network architecture * Meeting deadlines - SLA (Service Level Agreements) and KPI (Key Performance Indicators) * Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable * Experience in talking with customers to defuse situations