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Technical Support Specialist

Company: Equus Compute Solutions
Location: Hamel
Posted on: February 25, 2021

Job Description:

About Equus Compute Solutions: Equus Compute Solutions customizes white box servers and storage solutions to enable flexible software-defined infrastructures. Delivering low-cost solutions for the enterprise, software appliance vendors, and cloud providers, Equus is one of the leading white-box systems and solutions integrators. Over the last 28 years, we have delivered more than 3.5 million custom-configured servers, software appliances, desktops, and notebooks throughout the world. Our advanced systems support software-defined storage, networking, and virtualization that enable a generation of hyper-converged scale-out applications and solutions. From components to complete servers purchased online through ServersDirect.com, to fully customized fixed-configurations, white box is our DNA. Custom cost-optimized compute solutions is what we do, and driving successful customer business outcomes is what we deliver.Summary: The Technical Support Specialist is responsible for assisting customers by providing phone/email support and troubleshooting of computer hardware, including desktops, notebooks, servers, storage systems, and related software.Essential Duties and Responsibilities include the following (Other duties may be assigned):* Demonstrates commitment to core values by leading, acting and behaving in a manner consistent with these values.* Maintain a high standard of customer satisfaction while following Equus policies, procedures and warranties.* Research, resolve, and respond to various customer inquiries received via telephone, e-mail, and voicemail in a timely and accurate manner.* Use troubleshooting techniques and/or remote access to identify technical issues, investigate root causes, and resolve customer hardware and/or software issues.* Maintain working knowledge of company's products, applications, and services.* Collaborate with internal departments to ensure that technical support issues are properly addressed.* Create internal case, RMA, and service request transactions to ensure timely support of customers' hardware technical issues and Equus warranty SLA's.* Document daily tasks in our computer tracking system and assist in documenting resolutions to maintain internal knowledge base.* Document trouble-shooting procedures, current status, and resolutions for all contacts.* Provide communication and document progress on all escalated issues to management and other support teams. * Provide outstanding customer-centered quality support and service, ensuring the highest levels of customer satisfaction.Essential Education, Skills and Experience:* AA or other 2 year technical degree in related discipline and 3+ years' experience in a technical support environment with direct customer contact and prior experience building, upgrading, and troubleshooting systems; or equivalent combination of education and experience required. * Additional technician certification such as, A+, Network +, Security + and MCSE preferred.* Thorough knowledge about hardware, software, network and server related issues and basic key boarding skills required.--Familiarity with Windows operating systems required.* Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage concurrent customer issues to successful completion.* Detailed troubleshooting, customer service, organization, and communication skills are essential. * An ability to perform a variety of tasks under pressure, often changing assignments on short notice is required.--Also required is an ability to handle customers with tact and patience. * Server hardware, software, and RAID configuration knowledge is required.* Windows server administration and support is a requirement.--Linux server administration and support and VMWare familiarity is highly desirable.* Requires flexible schedule for possible shift changes and after-hours, weekend, and holiday on-call support.

Keywords: Equus Compute Solutions, Minneapolis , Technical Support Specialist, IT / Software / Systems , Hamel, Minnesota

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