Service Desk Technician

Secaucus, NJ, United States

At Variscale Services & Engineering, Inc. (VSEI), we believe in the power of people, and we've built our business around the value of our team members. VSEI delivers world-class technology infrastructure solutions spanning public / hybrid cloud and on-prem environments. With unique engineering validation and global deployment capabilities built to support data centers worldwide, VSEI helps customers streamline infrastructure for cost-effective digital transformation. At VSEI, our team members are rewarded for their contributions, and recognized for the determination, ingenuity, and precision with which they execute. If you want to help power the future of business and technology infrastructure, we have an opening for you.

What you will bring:

The Service Desk Technician will perform remote diagnostics with key customers to determine root cause and resolve enterprise system issues. They will remotely troubleshoot hardware and firmware, install system software and run diagnostics. As the first support contact with our customers, they will represent VSEI and be responsible for ensuring an excellent customer experience.

Responsibilities

Remote troubleshooting

Experience in reading and interpreting enterprise log files

BIOS and Flash ROM updates

Installation of new application software

Produce detailed test and failure analysis reports

Support other teams within the engineering department as needed

Maintain customer tickets within our case management system

Process customer replacement parts and/or systems

Identify opportunities for improvement

Provide ongoing feedback and guidance

Own the customer experience and drive initiatives for improvement

Requirements Fundamental understanding of Server architecture and components (CPU, power supply, memory, graphics cards, flash memory, etc.)

Hands on experience with enterprise hardware troubleshooting / break fix / upgrades

Ability to remotely diagnose and root cause enterprise system failure

Ability to use custom Linux and Windows-based diagnostic/test programs

Networking experience (cabling switches, fiber, port configurations, and VLAN)

Understanding of hardware and software interactions; able to apply this understanding to resolve issues

Analytical problem solving

Strong oral and written communication skills

Proactive, positive, deliberate, and focused thinking

Associates Degree in IT, Computer Science or Electronics, Certificate of Completion of Technical School (A+, Network+, Server+, etc.), or equivalent experience

2+ years of experience in hardware testing and break fix

2+ years of experience operating in an IT remote support environment

Some travel may be required

The ability to lift up to 50 pounds when necessary

The ability to safely climb ladders when necessary

The ability to wear personal protective gear correctly when necessary

The ability to stand and walk throughout the facility for extended periods without loss or reduction of productivity

The ability to (i) use their hands to handle, control, or feel objects, tools or controls, (ii) make quick, precise adjustments to machine controls, (iii) bend or twist their body and (iv) repeat movements for extended periods without loss or reduction of productivity

Our hours of operations are 8 - 7pm

Variscale Services & Engineering, Inc. offers a highly competitive salary commensurate with work experience and/or education, an excellent benefits program that includes a 401(k) plan, health and dental insurance, and paid time off. We are an Equal Opportunity Employer (EOE) and do not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, gender, marital status, national origin, disability or handicap, or veteran status. Variscale Services & Engineering, Inc is a Drug-Free Workplace.

About VSEI

At Variscale Services and Engineering, Inc. (VSEI), we believe in the power of people, and we've built our business around the value of our team members. VSEI delivers world-class technology infrastructure solutions spanning public / hybrid cloud and on-premises environments. With unique engineering validation and global deployment capabilities built to support data centers worldwide, VSEI helps customers streamline infrastructure for cost-effective digital transformation. At VSEI, our team members are rewarded for their contributions, and recognized for the determination, ingenuity, and precision with which they execute. If you want to help power the future of business and technology infrastructure, we have an opening for you.

What We Offer

Our competitive compensation and industry-leading benefits enable team members to focus on our mission and our customers. From healthcare and personal time-off to retirement savings and community involvement programs, VSEI's holistic benefit packages help you and your loved ones thrive. Exact benefits package based on individual role and location.

Variscale Services & Engineering, Inc. (VSEI) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. VSEI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.