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- Hardware Troubleshooting Support
- Support hardware faults and customer requests
- Managing assigned issues and working based on priority level
- Using web-based tools for managing and locating hardware in data center suites and storage rooms
- Being able to identify a variety of server components and their functions
- Add/remove server components. (NVMe, SSD, HDD, DIMM, NIC, RAID cards)
- Replace server hardware components
- Perform BIOS, Firmware and iDrag updates in Co-ordination with remote support teams
- Troubleshoot and repair network devices experiencing issues or failures while coordinating with Network Reliability Engineering (NRE)
- Interfacing with internal customers to coordinate troubleshooting and downtime in a professional manner
- Submitting RMA requests for replacement parts
- Resolve tickets and tasks within SLA/SLO
- Update all tickets on a weekly basis at minimum
- Update all tickets with quality updates so anyone can follow exactly what work was completed and the state of the equipment at each stage of the troubleshooting.