Service Technician

Supermicro is seeking a Service Technician (ST) to work exclusively at customer site to resolve and repair server systems.

Requirements

• Primarily work in a Datacenter environment at customer site
• Provide on-premise field repair at customer facility
• Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed
• Determine requirements and/or root cause of technical issues by working with customers in person
• Hands-on work on servers and computers/networking equipment
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests
• Ensure escalation situations are managed and corrected quickly and professionally
• Drive customer satisfaction through service excellence
• Work with other engineers, account managers and developers
• Provide and contribute information such as fault triage and training materials
• Attend and complete all required training and certification exams
• Learn to be proficient in service and repair of all systems (current, new, and updates)
• Rack and stack servers, switches, and related hardware.
• Install and replace components (e.g., hard drives, memory, CPUs, RAID cards, power supplies).
• Perform hardware upgrades or retrofits.
• Handle cable management and labeling (fiber, Ethernet, power).
• Use vendor tools for diagnostics and component firmware updates
• Maintain accurate records in CMDB (Configuration Management Database) or asset tracking system.
• Document serial numbers, part replacements, and maintenance logs.
• Update work tickets and service logs (e.g., in ServiceNow or JIRA).
• Identify and resolve hardware issues (e.g., failed disks, POST errors, overheating).
• Run hardware diagnostics using tools from vendors like Supermicro (IPMI), Dell (iDRAC), HP (iLO), etc.
• Escalate non-resolvable issues to senior engineers or vendor support (with documentation).
• Work with remote support teams for step-by-step guided fixes.
• RMA processing and recovery
• Parts Logistics

Benefits

• Comprehensive benefits package
• Participation in bonus and equity award programs