Sr. Technical Support Associate

This onsite Plano, TX role focuses on data center hardware installation and frontline technical support, with travel up to 50 percent and a salary range of USD 70,304 - 148,000 per year.

Responsibilities

• Maintain rack elevations and cable maps for customer project deployments.
• Support the installation of server, storage, and networking hardware.
• Perform physical installation tasks including racking, stacking, cabling, and network wiring in data centers.
• Coordinate with the engineering team to ensure seamless hardware integration and deployment per specifications.
• Collaborate with engineering to ensure proper hardware deployment in line with technical requirements.
• Conduct post installation quality checks and verify system functionality.
• Provide frontline technical support to end users via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network related issues; escalate complex cases to higher level teams as needed.
• Be available for travel up to 50 percent to customer installations or to troubleshoot issues at customer data centers.

Requirements

• 8 years of experience servicing complex X86 systems and components.
• Bachelor's degree in Computer Science, Computer Engineering, and Electrical Engineering.
• Or an Associate's degree in Electrical / Electronic Engineering, or equivalent discipline, plus equivalent years of relevant experience, preferably in servicing X86 systems and components.
• Minimum 2 years of experience in customer support.
• Demonstrated hardware system diagnostics skills with a solid understanding of how BIOS, drivers, and application loads can cause system issues.
• Ability to solve problems and make decisions as needed.
• Ability to work in a challenging, dynamic, fast paced environment; solution-oriented, a collaborative team member, with the initiative to escalate issues promptly and drive solutions.
• Working knowledge of Microsoft Office Suite, especially Excel, PowerPoint, and Project.
• Capacity to participate in multiple cross-functional projects concurrently in a rapidly changing environment and meet established timelines; quick to learn new technologies.
• Emphasis on break/fix and on-site customer service and support.
• Experience communicating with internal and external customers to explain total solutions.
• Hands-on experience with enterprise-grade server hardware.
• Punctual and detail-oriented with strong written and verbal communication, project management, and time management skills.
• Strong technical communication skills to lead investigations with engineers from multiple disciplines.

Technologies

• Microsoft Office suite (Excel, PowerPoint, Project)
• Windows
• Linux