Technical Support Engineer Servers and Hardware (Piscataway, NJ)

Stage 4 Solutions - Piscataway, NJ

Full-time - Entry Level

Piscataway, NJ

Professional, Scientific, and Technical Services

About the position

The Technical Support Engineer for Servers and Hardware will be responsible for resolving technical issues related to hardware and software for a global B2B high-tech company. This role involves responding to inquiries from internal and external customers, proactively assisting to prevent issues, and leading team activities. The position requires on-site work in Piscataway, NJ, and includes an on-call rotation.

Responsibilities

• Respond to service, product, technical, and customer-relations questions regarding features, specifications, and repairs on current and discontinued products.
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Act as a team or project leader providing direction to team activities and facilitating information validation and decision-making processes.
• Review and resolve complex business issues.
• Add case resolution to Knowledge Management System (KMS).
• Understand and utilize Information Technology Information Libraries (ITIL).
• Represent the company in face-to-face customer visits, industry conferences, vendor meetings, etc.

Requirements

• 3+ years of experience in troubleshooting in a technical environment.
• Experience with Proliant servers preferred.
• Software and hardware knowledge of computing, storage, and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Experience in phone and remote support.
• Ability to solve and document solutions for usage by other technicians and customers.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Focus on one or more product lines (e.g., proactive, reactive, storage, enterprise systems).
• Bachelor's Degree or relevant experience.

Benefits

• Health benefits
• 401K