What are the responsibilities and job description for the IT Support Specialist position at Super Micro Computer?
IT Support Specialist
Date: Apr 3, 2024
Location: San Jose, California, United States
Company: Super Micro Computer
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.
- Receive incoming calls from consumers, and service technicians and providing diagnostic support on appliances and other products.
- Accept and handle technical/diagnostic calls and process emails/requests to set up new service.
- Escalate calls as needed to Field Technician/Engineer (Tier 1 & 2) for more in depth technical/diagnostic assistance.
- Respond to customer and field technicians’ emails
- 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 Service Desk Manager
- Bachelor’s degree or equivalent is rquired
- Minimum 2-year call center/customer service experience
- Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills
- Ability to read/understand service manuals/bulletins
- 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
- Working familiarity of various office equipment (telephone, computer, fax, copier, etc.) and be PC proficient with basic skills in Internet, Excel, and Word
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.
Salary : $66,560 - $95,000
