What are the responsibilities and job description for the Field Support Engineer position at EVOTEK, Inc.?
Join EVOTEK: North America’s Premier Digital Business Enabler
As North America's premier enabler of secure digital business, we integrate cutting-edge technical expertise across data center, network, security, cloud, and communications domains. By delivering cohesive digital solutions, we help businesses drive measurable impact and accelerate their transformation.
Our award-winning culture is the cornerstone of everything we do. Recognized multiple times by Inc. Magazine as a "Best Place to Work", we’re proud to create an environment where innovation and collaboration thrive. Locally, we’ve been honored by The San Diego Business Journal as a "Best Place to Work" more than seven times, and our excellence is reflected in accolades like CRN's "Solution Provider 500", "Tech Elite 250", and "Top 150 Growth Companies”. We’ve also earned a spot among CRN’s "Triple Crown” award winners.
If you’re ready to be part of a team that values innovation, culture, and business impact, EVOTEK is the place for you.
The Field Engineer is responsible for assisting and orchestrating the customer and vendors remotely with system diagnostic and analytical support. Specifically, the Field Engineer responds to customers’ systems failures by way of, testing, diagnostic analysis, and systems analysis.
The Field Engineer must be available to work 8-hour shifts. They also must have a thorough and broad knowledge of system configuration and equipment compatibility requirements and limitations across various OEM product lines. The Field Engineer has the skillset to review machine logs internal to the device and must be willing to provide first response to incoming customer service requests during hours as assigned per customer and the scheduler.
This role is remote, but does require the individual to be onsite to escort vendors during change windows during their assigned shift. This role will supervise the hardware changes made by the vendors and may perform some system repairs that require a higher level of system expertise.
- Provides onsite escort for vendor’s Field Engineers.
- Ensures timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction.
- Provides effective problem analysis, root cause analysis and facilitates customer response.
- Facilitate the interaction of the customer with troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems. (Such as: Intel DSG servers along with Nutanix and VM’s.)
- Participating in root cause analysis on incidents and resolution recommendations.
- Displays professional attitude and courtesy while onsite.
- Maintains effective communication with customer and vendors during the process.
- Remotely analyzes software and hardware error logs, utilizes diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair by technicians.
- Work with the customer to quickly resolve system issues, which may require being within the Data Center to troubleshoot issues,
- Work with Intel and other vendor support teams to troubleshoot on behalf of the customer to assist with quick resolution of issues.
- Follows customer specific repair procedures.
- Returns bad or excess parts in a timely manner.
- Accurately completes timely follow-ups around firmware and driver updates. Along with email replies, and expense reports.
- Attends and participates in regularly scheduled team meetings.
- Completes online training required by the customer and EVOTEK
Qualifications:
- ·5 years of experience analyzing requirements for implementing, supporting and troubleshooting server infrastructure, hardware replacements.
- Strong knowledge on hardware monitoring/maintenance tools such as Intel BMC.
- Working with support escalation teams on troubleshooting.
- Experience with problem analysis and identifying root cause.
- 3 years knowledge in Data Center functions.
- Working knowledge and experience managing server infrastructure and supporting software (such as: Nutanix, VMWare, Cohesity, Cloudian, various back up software and secondary storage solutions).
- Prior Intel and VMware experience is required. Intel DSG & Nutanix is a plus.
- Salary commensurate with years’ of experience, technical expertise and geographic location.
- Salary range: $85,000 to $115,000.
- Performance bonuses.
- Benefits package that includes 100% paid medical, dental and vision for the employee.
- 401(k) with employer match.
- Strong company culture.
- Flexible PTO policy.
- Flexible working arrangements.
- Annual company overnight retreat
Equal Opportunity Employer
EVOTEK believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.
Salary : $85,000 - $115,000
