Job details
Job type full-time
Full job description
Senior advanced engineer
The advanced engineering team is crucial to the success of park place technologies service delivery operationsThe senior advanced engineer provides level three technical support on data center equipment and possesses specific original equipment manufacturer (oem) product knowledge of server, storage, or network equipmentA “customer first” attitude is inherent in every engagement while regularly consulting and troubleshooting with field engineers, internal employees, and customers to solve issues escalated to advanced engineeringIn addition, the senior advanced engineer is responsible for completing research reviewing and approving all relevant documentation and leading an npi process for the release and support of new products to our third-party maintenance portfolio.
Essential functions:
Provide remote level three technical support to field engineers and customer end users, via problem identification, troubleshooting, diagnostics, and repair strategy, through resolution.
Responsible for creation and review of technical solutions in the form of action plans.
Be able to manage the client and internal field teams’ expectations, exhibit excellent communication skills as well as securing client confidence in park place technologies to maintain their equipment.
Ability to thrive in a team environment where resolutions may require a group effort.
Timely escalations of more complex technical issues to the senior advanced engineers.
Create curriculum including all material and deliver internal product training classes both in person and virtually.
Ability to prioritize tickets based on the severity of the situation.
Engage with vendor partners to ensure that customer issues are resolved in an expedient manner.
Actively monitor an assigned queue for incoming support requests raised by customers.
Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging.
Be able to contribute to the collective knowledge of the advanced engineering team.
Create knowledge base articles
Review and approve knowledge base articles
Ability to work under high pressure situations while remaining calm and composed.
Qualifications:
Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette.
Ability to understand and navigate technical situations with strong problem-solving skills.
Productive with minimal supervision and possess excellent time management skills.
4 to 6 years’ experience with system installation, upgrades, and hardware field replacement unit (fru) procedures of products assigned to you.
A background in engineering, service and support is a requirement; experience in direct field service is not essential but is preferred.
Assist with r & d initiatives
Develop new lab environments as required to support npi, r&d and training
Working knowledge of the specific oem operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities.
Experience working in a professional and consultative manner with customers, management, and platform vendor support requirements.
Ability to work under pressure with calmness and composure.
Additional requirements:
Able to travel as required up to 10%.
May be required to lift, push, or carry objects weighing up to 50 lbs.
Able to participate in a 7x24x365 call rotation and work a dynamic work schedule.
