Staff IT Systems Engineer

Job Req ID: 25608

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.

Job Summary:

Super Micro is looking for an Staff IT Engineer to strengthen the team located in the San Jose. This position is part of the Field Services Team under IT department and is primarily responsible for inbound calls/inquires and setting up service dispatches. This individual must have professionalism, patience, and a people first attitude, while attention to detail is a must.

This individual will be responsible for assisting consumers and service technicians by providing appliance service and other product support including inquiries for service and product information, diagnosing service-related issues, and dispatching service while providing a stellar customer experience.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• Work closely with all levels of customer and external engineers and management on the most complex problems.
• Accept and handle technical/diagnostic calls and process emails/requests to set up new service.
• Escalate request tickets as needed to Field Technician/Engineer for more in depth technical/diagnostic assistance.
• Fast respond to users and field technicians' requests via emails, call, chats, and tickets.
• Document & log support ticket on service calls in ticketing system.
• Complete status updates on service calls completion.
• Report common issues identified from service partners for escalation.
• Performs other specific duties or assignments as directed by IT Service Manager.
• Prioritize workload and advance technical problems where appropriate to the next level of expertise.
• Analyze business requirements for applications and customer deliverables.
• While providing production support should be involved working closely with development team to develop, design solutions.

Qualifications:

• Bachelor's degree or equivalent is required in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 10-15 years of related experience in IT support, with a focus on conference room systems, security camera infrastructure, and project management.
• Proven experience in implementing and following ITIL processes.
• Strong technical expertise in Microsoft Teams Rooms, AV systems, and video conferencing technologies.
• Implement MDM/MAM on mobile devices.
• Experience managing security camera systems, including setup, troubleshooting, and maintenance.
• Proficient in IT project management methodologies and tools.
• Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• IT certifications (e.g., ITIL, PMP, Microsoft, CompTIA) are a plus.
• Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
• Excellent communication and interpersonal skills - verbal and written, are required to effectively and accurately communicates in English via email, text, and telephone.
• Ability to work with minimal supervision and research using traditional and online resources.

Salary Range

$163,000 - $185,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.