Who is Trace3?
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.
Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!
Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.
Ready to discover the possibilities that live in technology?
Come Join Us!
Street-Smart - Thriving in Dynamic Times
We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.
Juice - The “Stuff” it takes to be a Needle Mover
We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.
Teamwork - Humble, Hungry and Smart
We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.
About the Role:
The Data Center Engineer will provide technical support and triage on client server, storage, networking hardware both onsite and remote. This position will manage any support escalation between partners and customers and determine action plan, and root cause of technical issues. Travel Involved to support clients nationwide.
What You’ll Do:
- Review service requests, consult with users, and provide technical analysis and deliverables to client.
- Provide Onsite support and triage on server, storage, networking hardware.
- Provide Tier two level support on server, storage, networking troubleshooting.
- Perform firmware and/or BIOS updates on server, storage, and networking hardware platform.
- Initiate service requests with partners for dispatch and/or work directly with customers to diagnose an issue and affect repair.
- Access customer management environment via the use of remote management tools to identify failure and/or issues.
- Work with backline support to isolate and confirm issues to either receive a component replacement, exchange, or fix.
- Access customer environment to validate repairs after they have been completed.
- Responsible for customer support requests to meet customer SLA (service level agreement).
- Join or host phone or remote sessions to understand the environment and identify next steps for remediation.
- Manage any support escalation between partners and customers.
- Determine action plan and root cause of technical issues.
- Acquire, develop, document, maintain, and expand knowledge base of relevant products, current support policies, and methods of support delivery in order to quickly provide technically accurate and complete solutions.
- Implement “best practices”, as communicated and agreed upon with the end customer.
- Provide “as-built” documentation, per the agreement or ticket.
- Heavy travel will be required.
Qualifications & Interests:
- Associates Degree or higher preferred (or equivalent level of education/work experience).
- A minimum of 5 years working experience with hands-on troubleshooting on server, storage, networking hardware.
- CompTIA and Linux Certifications or equivalent desired.
- Experience working on server, storage, and networking hardware
- Exceptional attention to detail, strong organizational and troubleshooting skills.
- Proficient in service and repair of all systems (current, new and updates)
- Experience with online productivity tools (i.e., ConnectWise Manage, WebEx, ServiceNow).
- Must have initiative and motivation to learn.
- Must be customer centric and can work under aggressive timelines.
- Ability to multi-task while adhering to Company and customer standards.
The Perks:
- Comprehensive medical, dental and vision plans for you and your dependents
- 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
- Competitive Compensation
- Training and development programs
- Stocked kitchen with snacks and beverages
- Collaborative and cool culture
- Work-life balance and paid time off
***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.
