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