What are the responsibilities and job description for the Service Desk Technician position at VSE?
At Variscale Services & Engineering, Inc. (VSEI), we believe in the power of people, and we’ve built our business around the value of our team members. VSEI delivers world-class technology infrastructure solutions spanning public / hybrid cloud and on-premise environments. With unique engineering validation and global deployment capabilities built to support data centers worldwide, VSEI helps customers streamline infrastructure for cost-effective digital transformation. At VSEI, our team members are rewarded for their contributions, and recognized for the determination, ingenuity, and precision with which they execute. If you want to help power the future of business and technology infrastructure, we have an opening for you.
About the Role
The Service Desk Technician will perform comprehensive hardware, software and failure analysis activities to determine quality of products and systems according to the overall specifications. The Technician helps to trouble shoot hardware and firmware; installs system software, runs diagnostics and performs systems troubleshooting.
Responsibilities
- Trouble shooting of High Speed Networks
- Hands on Server Hardware troubleshooting/break fix/upgrading
- Experience in reading log files
- BIOS and Flash ROM updates on servers
- Installation of new application software
- Produce detailed test and failure analysis reports
- Support other teams within the engineering department as needed
- Establish a good understanding of ZT’s SLA
- Troubleshoot new cases; be able to resolve approximately 95% of incoming cases
- Maintain ticketing queue
- Submit RMA requests
- Identify opportunities for improvement
- Provide ongoing feedback and guidance
- Enhance the quality of service provided by and visibility of the L2 team
Requirements
- Fundamental understanding of Server architecture and components (CPU, power supply, memory, graphics cards, flash memory, etc.)
- Ability to diagnose the root cause of computer system failure and isolate the components/failure nodes
- Ability to use custom Linux and Windows-based diagnostic/test programs to run benchmarks/tests
- Networking experience (Cabling switches, fiber, port configurations, and Vlan)
- Understanding of hardware and software interactions; able to apply this understanding to resolve issues
- Analytical problem solving
- Strong oral and written communication skills
- Ability to lift 50 lbs.
- Proactive, positive, deliberate, and focused thinking
- Associates Degree in Electronics, Certificate of Completion of Technical School (A , Network , Server , etc.), or equivalent experience
- 2 years of experience in hardware testing/break fix
- Some travel may be required with ability to rent a car
- Comprehensive training is provided however, hands on computer hardware and/or technical support experience is a plus
Variscale Services & Engineering, Inc. offers a highly competitive salary commensurate with work experience and/or education, an excellent benefits program that includes a 401(k) plan, health and dental insurance, and paid time off. We are an Equal Opportunity Employer (EOE) and do not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, gender, marital status, national origin, disability or handicap, or veteran status. Variscale Services & Engineering, Inc is a Drug-Free Workplace.