XSi Job Post: Senior Support Engineer

Senior Support Engineer

XSi is looking for a highly motivated, detail-oriented and energetic person to help us grow our third-party hardware maintenance business. The primary function of the Senior Support Engineer, Data Center Services position is to provide direct L2-L3 support of XSi’s server and storage hardware (“break/fix”) maintenance delivery offering. The Senior Support Engineer, Data Center Services will be responsible for server-storage maintenance and service delivery while directly providing and ensuring exceptional levels of client satisfaction. In addition, this position must be willing to dive-in to learn SGI servers and be the primary Subject Matter Expert for the day-to-day handling of these support responsibilities. This senior level position will act as a team leader and mentor to additional Server and Storage Support Engineers.

Minimum Qualifications

  • High School diploma.
  • Experience interfacing directly with Clients.
  • Background in break/fix hardware service.
  • Data Center (servers and storage) field operations and field service delivery with field service or central engineering experience for multiple OEMs (e.g. HPE, IBM/Lenovo, EMC/Dell, NetApp, HDS, Oracle/Sun/STK or SGI) that exceeds 5 years.

For this open position, we will only accept resumes from candidates located in any location of the United States.

Essential Functions: Senior Support Engineer

  • Must be able to manage the client and field engineering, exhibiting excellent communication skills as well as securing client confidence in XSi’s ability to maintain their equipment.
  • Interface directly with Client’s high-level crisis escalation management teams.
  • Will be client-focused and client-driven to deliver the upmost in client service.
  • Highly qualified in variety of OEM mission critical products operating environment and peripherals to provide L2/L3 support.
  • Must have direct in-depth knowledge of OEM diagnostics, tools and utilities to facilitate hardware service and assist Field Service in meeting contractual client SLAs.
  • An SSE reviews new equipment for maintainability to ensure that our field and support staff can obtain the resources required to maintain the equipment under contract i.e. training, parts, equipment, etc.
  • Occasionally involved in site audits and on-boarding of new technology to provide guidance required for maintenance.
  • Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing probability of failure.
  • Works with Sales to assess feasibility of client requests and review sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements and compatibility issues.
  • Aid in the deployment of “Call Home” or remote monitoring solutions.
  • Evaluates OEM and third-party training classes for content and value.
  • Utilize tools, and content, within corporate intranet to deliver technical communications.
  • Able to travel to and from client sites nationally as required.
  • Able to lift, push or carry objects weighing 50 pounds.
  • Able to thrive in a team environment where resolutions may require a group effort and end of shift workload turnover is required and seamless to our clients.

Interpersonal skills

  • Strong telephone etiquette skills ensure constructive, professional relationships with colleagues and customers. Active listening and written communication follow-up are just as necessary to knowing how to tactfully communicate directions. A “client first” attitude is inherent in every step a support engineer takes.
  • Quick learner via knowledge sharing with peer Senior Support Engineers.

Our Ideal Candidate Will Have:

Preferred Qualifications

  • Experience with the Hardware Maintenance Services business.
  • Data Center (servers and storage) field operations and field service delivery with field service experience for multiple OEMs (e.g. HPE, IBM/Lenovo, EMC/Dell, NetApp, HDS, Oracle/Sun/STK or SGI) that exceeds 10 years.
  • Strong oral, written, and interpersonal communication skills to work effectively with internal and external clients.
  • Any OEM hardware training, Examples: EMC, HP, IBM, Dell, SUN
  • Any Software experience in OS support on the hardware platform
  • Any Experience with system installation, hardware replacement procedures and firmware upgrades.
  • Solid problem-solving skills where problems may be complex or hard to diagnose.
  • Possess the ability to be persuasive with customers, keeping “client satisfaction” as a guiding factor.

Other Skills Needed:

  • Communication: Must have clear and direct communication skills with other employees, direct manager(s) and clients. It is paramount that such communication must be focused continually on establishing and maintaining trust with all involved parties.
  • Champion of Flexibility: Must have the ability to take careful direction and implement said direction. Must be willing to learn (and accept) new programs or advise in the development of better systems as directed from the managing supervisor.
  • Champion of Service Quality: Ensure that current clients are provided with the highest quality service as well as contacted on a regular basis to evaluate satisfaction and areas of needed improvement.
  • Team Player: An important element of our culture, being a Team Player is rooted in the commitment to success for all members of internal and external teams. Each of us is a resource to others on this team and in doing so, we are responsive, focused on helpfulness and respect for any team members needing support.
  • Knowledge-Driven: Ideal candidates will have an innate desire to continually learn more, adding certifications at the direct support of the company, to the benefit of each new and existing client. Such training can and should include Asset/Inventory management “best practices” and tracking strategies, as the market and client needs continue to evolve.

Required Skills:

  • Intermediate-level knowledge of the MS Office Suite (including MS Word, Excel, Outlook and PowerPoint).
  • Skilled in written and verbal communications – able to be easily understood.

Reasons You May Want to Join XSi:

  • Competitive salary with exceptional healthcare benefits
  • Active involvement in developing state-of-the-art lab facilities for R&D
  • Regionally appropriate benefits and vacation
  • We are a growing company with 30 years in business!
  • XSi has a remarkable record for both client and employee retention!
  • We have an impressive list of clients, which include well-known, international companies and federal agencies
  • Recognized and respected by global IT industry analyst, Gartner
  • Opportunities for growth and advancement within the company.

About the Company, XSi

Founded in 1990 and recognized by Gartner, XSi helps companies deploy a hybrid hardware support model to save important hardware operating expense budget dollars. As an Independent Hardware Support Provider (an industry also known as Third Party Maintenance), XSi provides hardware support options for networking hardware, servers and data storage assets. In addition to servicing enterprise accounts, it also supports Systems Integrators and federal agencies (XSi is ISO9001:2015 Certified, meets SAE AS5553 Standards, currently supports 42 federal agencies and all of the Top 10 Federal Systems Integrators).

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