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About the Role
As a Level 1 Service Technician, you will provide remote diagnostic and resolution support for server hardware incidents escalated from Triage. You are expected to independently resolve the majority of intermediate-complexity issues, drawing on internal documentation, log and diagnostic analysis, and applied hardware knowledge, and to own each case through resolution. You will guide customers and field engineers through approved hardware replacements, verify restoration of service, and escalate only those issues that require advanced diagnostics or specialized expertise.
Responsibilities
- Receive and own incidents escalated from Triage.
- Independently diagnose and resolve most intermediate-complexity server hardware issues using internal documentation, log and diagnostic analysis, and applied hardware knowledge.
- Troubleshoot common component failures—including storage (SSD/NVMe and RAID), memory (DIMM), power supplies, network and interface cards, motherboards, GPUs, and boot or reboot faults—from logs, symptoms, and remote diagnostics.
- Usage of Service Now ticketing system
- Guide customers or field engineers through approved hardware replacements.
- Verify service restoration post-repair.
- Own customer communication and ticket updates for assigned incidents through resolution or escalation.
- Escalate to Level 2 or Engineering only when advanced diagnostics or specialized expertise is required, after standard troubleshooting has been exhausted.
- Maintain thorough case notes and documentation.
- Contribute to knowledge base articles.
- Continue technical skill development.
Requirements
- Bachelor's degree in Information Technology or related field.
- 2–4 years of server hardware or technical support experience, including hands-on or remote resolution of hardware faults.
- Relevant technical certification (CompTIA A+ or equivalent).
Skills
- Server hardware diagnostics
- Log analysis
- Diagnostic analysis
- Hardware troubleshooting
- Service Now ticketing system
- Customer communication
- Technical documentation
- Knowledge base contribution
Location
- Austin, Texas
Work Type
- Onsite
- Third Shift
Experience Level
- 2-4 years
Education Level
- Bachelor's degree in Information Technology or related field
- CompTIA A+ or equivalent certification
About the Company
- At Jabil (NYSE: JBL), we are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, supply chain, and manufacturing solutions.
- With 60 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise to deliver both scalable and customized solutions.
- Our commitment extends beyond business success as we strive to build sustainable processes that minimize environmental impact and foster vibrant and diverse communities around the globe.
Equal Opportunity
- Jabil, including its subsidiaries, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other characteristic protected by law.