ThinkAgile Hardware Support Engineer

CoreHive Computing is a technology consulting and solutions company providing best-in-class IT consulting, technical support, service desk, and managed services to private and government clients. Since 2003, we have delivered innovative solutions that help our clients enhance the value of their relationships, improve organizational productivity, and increase the rate of return on technology investment.

We are seeking a ThinkAgile Hardware Support Engineer to join our team supporting our worldwide customer base to provide technical expertise and troubleshooting services. You will be part of our 24/7 support team responsible for managing and supporting high performance, highly available, and mission critical systems. This is a part-time position working on an as needed basis.

Primary Responsibilities

• Provide third party, backline hardware support services for Lenovo ThinkAgile systems that are out of warranty/out of support.
• Monitor ticketing system and proactively take action to resolve customer issues.

• Review system logs and accurately diagnose system problems and/or failures.
• Compose clear, concise, and accurate Action Plans.
• Attend remote sessions to provide technical support for problem resolution.
• Lead and engage during Sev-1 / Sev-2 calls.
• Create RCAs and attend customer calls to discuss the RCAs.
• Participate in handover calls including updates for the activities performed during the day.
• Part of a team that operates 24x7 and may be required to work in shifts on a rotation.

Required Skills

• Bachelor's Degree with 5+ years of storage experience.
• Excellent product knowledge and troubleshooting skills for ThinkAgile systems.
• Good understanding and troubleshooting knowledge of Storage Area Networks.
• Knowledge of data center infrastructure.
• Strong critical thinking, problem diagnosis, and troubleshooting skills.
• Ability to determine problems and act without supervision.
• Ability to work in a team environment.
• Ability to communicate effectively to resolve customer issues remotely and over the phone.
• Excellent customer service support capabilities to ensure customer satisfaction.

Nice to Have Skills

• Customer technical support experience.
• Proficiency in hardware, software, and operating systems environments.
• Experience using support ticketing tools.
• Must be self-motivated and eager to learn new technologies and skills to better assist customers.