Technical Hardware Support Technician

Job Description
ZT Systems Services department is currently seeking an experienced server technician to join our Technical Operations Support Team (Technical OPS) to support our customers & ZT staff as they deploy and maintain ZT servers. The ideal candidate for this role balances strong technical skills, attention-to-detail, and a challenge driven attitude to resolve technical issues for sustaining and deployment activities. In this role, you will assist with new product introduction activities related to field services, including but not limited to program governance and classroom level training. As a member of ZT’s Technical OPS team you will be responsible for setting field standards, best practices, and have a strong interest in problem-solving and helping others.

Responsibilities and Essential Functions
o Ability to travel 20% of the year (total deployable time not to exceed 10 weeks)
o Ability to track Field Escalations using JIRA Platform
o Respond to technical support requests from customer and ZT staff in a timely manner
o Conduct failure analysis on field issues until root cause is determined based on:
o Controlled testing of suspect hardware, system, or firmware
o Engagement of internal engineering departments and vendors
o Proactively support field sustaining activities by:
o Administering soft tools (e.g.: diagnostics, tests, FW updates)
o Preparing SOPs, Knowledge articles, & guides
o Conduct training of new issue/resolution, new technical process & new tools
o Proactively and reactively support field deployments globally by:
o Maintaining deployment equipment and software
o New Product Introduction for Team leads and Technicians
o Real-time issue resolution during deployment execution
o Track server fleet health to investigate trends, new unknown issues, and validate that ZT maintaining customer SLA
o Provide timely and detailed feedback to the ZT engineering team on failures, serviceability of servers, and integration with the datacenter
o Provide guidance on new product sets and certifications
o Able to provide technical guidance for short periods of time to include training sessions, field support escalations, and customer requests
o Function as a swivel seat for incoming escalations to ensure that escalations have a plan of record per scenario. i.e. Creating a DBD Replacement Guide
o Be an outstanding representative of ZT Systems at all times

Knowledge, Skills, and Abilities
o Exceptional server hardware knowledge with deep understanding of all component & system type failures:
o Proven RCA or failure analysis history
o Experienced in controlled experiments to determine root cause
o Solid experience with IPMI utilization in diagnostics and with the following tools
o IPMItool, Redfish, iDRAC, iLO, or other Management Subsystem equivalent
o Preferred: Prime95, Coretemp, Smartctl, Arcconf or MegaCLI, Memtest86
o Basic Linux and Windows scripting experience
o Working knowledge of deployment technologies such as WDS, PXE, DHCP & FTP
o Experienced with Windows Server OS & WinPE OS administration
o Experienced with Linux PXE services
o Attention to detail in investigation of issues, RCA/FA documents, is essential to the customer and is critical to this role
o History of creating Knowledge articles and SOP documents
o Ability to regularly lift and move server systems that weigh up to 70lbs
o 3+ years of relative experience

Competencies
o Demonstrated strong ownership, self-motivation
o Ability to work autonomously and within a team environment
o Ability to work successfully with geographically dispersed teams, customers, and vendors
o Must be willing to adopt to a flexible work schedule

Education
o Degree in a computer-related field. Bachelor’s Degree preferred or 3 plus years of equivalent experience. Computer science, electrical engineering, telecommunications, or related discipline
o Preferred Certifications:
o CompTIA A+ or equivalent.
o CompTIA Server+ or equivalent
o MCP/MCSE Certification is a plus
o CompTIA Network is a plus