Hardware Support Engineer

$83,200 - $93,600/Yr

ASGN - Salt Lake City, UT

Full-time - Entry Level

Salt Lake City, UT

Administrative and Support Services

About the position

Apex Systems is seeking a dedicated Hardware Support Engineer to join our team in Salt Lake City, UT, supporting a significant Department of Defense (DOD) client. This role is crucial for ensuring the smooth operation of hardware systems and providing top-notch support to our clients. The ideal candidate will possess a strong background in hardware support and platform server experience, along with an active TS/SCI Security Clearance, which is mandatory for this position. This is a 12-month contract role with a competitive pay range of $40-45 per hour, reflecting the importance of the responsibilities involved. In this position, the Hardware Support Engineer will be responsible for gathering and analyzing data related to hardware performance and issues. The engineer will escalate problems to higher-level support and management as necessary to ensure timely resolutions. A key aspect of this role is maintaining high customer satisfaction by effectively understanding and communicating client needs. The engineer will handle various hardware support tasks, including installation, configuration, proactive maintenance, and repairs, while collaborating with the Account Service Manager (ASM) on technical deliverables. The successful candidate will be expected to resolve most technical incidents independently, while also working collaboratively with the team on more complex issues. Proactive identification of potential escalations is essential, along with providing solutions to prevent future problems. The engineer will apply solutions to address moderately complex customer needs, balancing internal requirements with those of the customer. Additionally, the role involves identifying opportunities for additional services that could drive future revenue growth and building strong relationships with management in assigned accounts.

Responsibilities

• Gather and analyze data, escalating issues to higher-level support and management as needed to ensure timely resolution.
• Maintain high customer satisfaction by understanding and communicating their needs.
• Handle hardware support tasks, including installation, configuration, proactive maintenance, and repairs, collaborating with ASM on technical deliverables.
• Resolve most technical incidents independently and work with the team on more complex issues.
• Proactively identify and alert management to potential escalations and provide solutions to prevent future problems.
• Apply solutions to address moderately complex customer needs and balance internal and customer requirements.
• Identify opportunities for additional services that could drive future revenue growth.
• Build strong relationships with management in assigned accounts.

Requirements

• Active TS/SCI Security Clearance is required.
• 2+ years of experience in hardware support and platform server experience.
• Good understanding of server components, removal and replacement.
• Thorough knowledge of company products and service offerings, company organization, third party products, and market trends.
• Strong communication skills, including the ability to communicate tactfully with senior management levels within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Exemplary consulting skills to become a trusted advisor to the customer and provide clarity to solution determination.
• Problem-solving skills (proactive, reactive, and creative).

Nice-to-haves

• Suggestions for operational efficiencies.