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About the Role
This role provides onsite system diagnostic and analysis support to customers within a geographical territory or assigned account, supporting the customer per the Service Level Agreement (SLA) with Park Place Technologies. Responsibilities include responding to customer system failures through hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations.
Responsibilities
- Ensure timely, professional, and effective response to customer service needs.
- Provide effective problem analysis and identification remotely before arrival at customer site.
- Determine needed parts and documentation to minimize downtime and multiple trips.
- Perform service in a cost-effective manner, displaying professional attitude and courtesy.
- Maintain effective communication with customer and customer support center during repair process.
- Analyze software and hardware error logs, utilizing diagnostic and troubleshooting techniques.
- Analyze, diagnose, troubleshoot, and repair data center hardware, storage area network, and systems configuration and compatibility problems.
- Utilize multiple tools for remote system connection to perform remote diagnosis, repair, or configuration changes.
- Follow customer-specific repair procedures.
- Assess current and future customer needs based on system usage.
- Determine needed parts and quantities based on contracts in the service area.
- Return bad or excess parts in a timely manner.
- Manage accurate inventory count and perform bi-yearly physical count inventory.
- Accurately complete and timely return audit forms, email replies, timesheets, and expense reports.
- Attend and participate in regularly scheduled team meetings.
- Account for all activities correctly using Field Point time reporting utility.
Requirements
- Experience working with OEM data center hardware with the ability to grasp new products/concepts.
- Successful prior field experience.
- Strong troubleshooting skills.
- Availability for after-hours, on-call rotation to support customer needs.
- Must possess a valid driver's license and an appropriate driving record.
- Ability to lift up to 50 pounds, stand and walk for extended periods, pull, lift, squat, reach, bend, and stoop.
- Must be able to pass customer background screenings and Park Place Technologies pre-employment screening.
- Ability to travel to client sites up to 75% of the time within a predetermined territory radius.
Skills
- CompTia A+ preferred
- Server + preferred
- Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful.
Location
- Local customers within a geographical territory
Work Type
- Onsite
- After-hours on-call rotation
Experience Level
- Field Service Engineer
Education Level
- High School Degree required
- Bachelor's degree in related field (i.e. Computer Science, Engineering) or equivalent experience preferred
Benefits
- Reimbursed for travel expenses
About the Company
- Meets the 24/7 data center maintenance needs of local customers with a focus on delivering exceptional service with each interaction.