Job Responsibilities

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

• Drive customer satisfaction through service excellence
• On-site and remote troubleshooting and resolving complex technical problems
• Demonstrate the ability to be self-sufficient in the field
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide and contribute information in training materials
• Run tests and simulations at our facility (Fremont, CA, USA) to assist with problem-solving
• Determines requirements and/or root cause of technical issues by working with customers
• Manage time effectively; prioritize and make decisions in relationship to efficiency, and effectiveness while meeting daily service expectations
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Ability to produce meaningful reports
• Travel to the field to train and or resolve customer issues
• Travel is required (up to 25%)

Job Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent work experience preferred
• Minimum of 1 year experience in field support servicing complex X86 systems and parts preferred
• Will consider an associate degree in electrical technology, electronics, or equivalent military experience
• Work experience in Windows and Linux environments
• On-site customer service experience
• Solid hardware system diagnostics skills, as well as a good understanding of how BIOS, Drivers, and Application Loads can cause system issues
• Full professional proficiency in English (Speak, Read, & Write) & Spanish (Speak)
• Familiarity with Linux is a plus