Data Center Support Technician
| Company | New Era Technology |
|---|---|
| Location | San Jose, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Junior, Mid Level |
Requirements
- Minimum of 2 years of experience in field service or a similar technical support-related position.
- Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role.
- Prior experience of working within Data Center environments.
- Ability to successfully apply technical knowledge to identify root causes.
- Ability to demonstrate excellent customer service and communication skills.
- Ability to read basic product drawings, electrical schematics, and technical specifications.
- Requires the ability to manage priorities effectively.
- Ability to travel with little notice may be required.
- Troubleshooting skills and sound technical judgment.
- Ability to work both onsite independently and as part of a team.
- Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation.
- Ability to pass customer-specific background check processes, if applicable.
- Experience reading Electrical Schematics
- Experience working with 200 – 440-volt equipment (High Voltage)
- Prior experience with electro-mechanical equipment, servos, sensors and actuators
- Willing to travel when needed
- Hands on hardware troubleshooting and repair experience (Hands on may be folks who have worked on other products that require parts swapping etc VS just monitoring systems from a keyboard)
Responsibilities
- Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services.
- Provides onsite support by assisting in fault isolation of electro-mechanical systems.
- Identifies necessary parts to resolve customer equipment failures.
- Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests.
- Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required.
- Maintains accurate customer service records and reports within the Case Management System/CRM.
- Contributes to the creation of Knowledge Articles and other technical-related documentation.
- Serves as a resource to sales personnel for assigned service area.
- Recommends improvements to manuals, operational processes and procedures as needed.
- Contributes to training course content development and provides training to customers and other field service personnel, as required.
- Maintains knowledge of new products.
- Other duties as assigned.
Preferred Qualifications
- Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role.
- Prior experience of working within Data Center environments.