Job Title
Help Desk Engineer – Datacentre / Server Hardware & Storage Solutions
Role overview
We are looking for a Help Desk Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers deploy servers and accompanying services / solutions.
Our Help Desk Engineer's responsibilities include troubleshooting hardware issues, resolving network issues, assisting customers with correct process of configuring operating systems and using remote desktop connections to provide immediate support. You will use our support portal, email, telephone and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will also contact clients via phone and/or provide clear, written instructions and technical manuals.
If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
Ultimately, you will be a person our customer’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Responsibilities
- Taking ownership of customer issues reported and seeing problems through to resolution
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including server solution setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate teams (e.g. FAE, third party vendors or product managers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Key Knowledge & Skills required
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role – ideally datacentre and hardware focused
- Hands-on experience with Windows/Linux environments
- Good understanding of computer hardware, ideally server grade and systems at large
- Prior experience working with Supermicro based server solutions
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Who We Are
Boston Limited has been providing cutting edge technology since 1992 using Supermicro® building blocks. Our high performance, mission-critical server and storage solutions can be tailored for each specific client, helping to create your ideal solution. From the initial specification, solution design and even full custom branding – we can help you solve your toughest business challenges simply and effectively.
Since its founding in London, UK, Boston has expanded operations globally. Following on from the successful launch of Boston IT Solutions India in 2009, Boston launched Boston Server & Storage Solutions GmbH in Germany a year later, with offices also opening on the West and East coast, USA in 2012.
Boston's high performance, mission-critical server and storage solutions can be tailored for each specific client. We help you create your ideal solution - customising the specification, design and even full custom branding - helping you solve your toughest business challenges simply and effectively.
What it means to work for us
We endeavour to be the best in our field and to achieve this we look for a range of talented individuals, ensuring that they feel valued throughout their employment with us – because we want our team members to get up in the morning excited to come to work – where work doesn’t feel like work! Through great workplace practices and ensuring our employees are well-supported and encouraged to continuously learn and grow.
As an employee of Boston, you can look forward to working in a dynamic environment where no two days are the same. The workforce is lively and enjoy benefits such as;
· Pension scheme
· Healthcare Insurance
· Life insurance
· Regular Companywide team building activities and events
· Perkbox
· Weekly free fruit deliveries
· Cycle Scheme
· Subsidised gym memberships
· Employee of the Month / Year
· Flexible working scheme
· 21 days holiday excluding bank holidays which can go up to 30 by earning more over time
· Amongst a wide range of other initiatives
Job Type: Full-time
Benefits:
- Cycle to work scheme
- Gym membership
- Life insurance
- Private medical insurance
Work Location: In person
