About the role
The XS Engineer is responsible for providing post-sales engineering support services related to hardware and software technologies across the full client base. As a member of the team, the XS Engineer must balance support events and make timely decisions to ensure optimal organizational productivity.
Salary range: $60K - $75K USD
What you'll be doing
Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values. Independent engagement with both technical and non-technical customers through multiple communication channels including but not limited to chat, email, phone, and ServiceNow. Perform remote issue troubleshooting, patching/upgrades, and remediation measures using chat, phone, video call sessions and remote access methods. Develop and grow comprehensive knowledge of enterprise datacenter infrastructure elements such as Data Storage, Compute, Virtualization, Backup/Data Protection and basic Networking. Configuration, testing and maintenance of servers, storage, virtualization and networking related hardware and software. Prioritize and perform research on technical problems with minimal guidance. Work with other IT support personnel (customer and internal team) and service providers to solve technical problems. Identify research, analyze and resolve system malfunctions and operational problems. Follow change control processes and assist with documentation. Prioritize and perform "White Glove" resolutions with escalated and/or high visibility incidents. Identify opportunities and suggestions for operational improvement or technology needs in the customer environments. Interact with team members and sales account teams with observations and customer discussions. Meet schedules and goals for assigned tasks. Track project tasks against project plan and meet project milestones. Provide status to management on assigned tasks as required. Communicate technical information to non-technical personnel, vertically and horizontally within an organization. Must possess excellent oral and written communication skills, customer contact and problem-solving skills. Work well with people from many different disciplines. Actively and consistently develop, recommend, and support all efforts to improve, simplify, automate, and enhance day-to-day service delivery operations and the client experience. May be required to provide service on after-hours on-call support. Participate in vendor training to maintain and grow skills and knowledge of existing and new products. Support local vendor relationships within the Region. Utilize business management tools for tracking time, expenses and project status and documentation. Supports Sales efforts to meet Regional financial goals. Coach and mentor new hires. Understand and abide by all security and operational policies. Embrace and support Computacenter’s mission and core values.
What you have
Bachelor’s degree in Computer Science, Information Technology or related field. Minimum of 3 years of IT engineering, outside systems engineer or similar. Knowledge of a wide range of hardware and software technologies. Primary focus for products and professional services is on vendors such as: Dell/EMC, NetApp, Cisco, Pure, VMware and others. Understanding of server, storage, virtualization and networking technologies, procedures, operations and best practices. Technology industry certifications a plus. Legally eligible to work in the United States. Ability to assist the Sales and Engineering groups with information for requests for quotes / information, bids, proposals and statements of work. Strong technical writing skills to develop system documentation. Ability to create technical solution drawings. Strong interpersonal and communication skills. Self-motivated to develop and maintain skill set and product knowledge to maximize value and to deliver quality services to our customers. This includes attaining designated certification requirements and attending product-specific
training, reviewing technical literature, and obtaining hands-on experience. Ability to mentor other Engineers. Professional self-starter, able to work collaboratively with others. Projects a professional image and strong business acumen during customer interactions. Possesses a sense of urgency, strong organizational and follow up skills. Ability to multi-task, stay organized, and work efficiently. Ability to work independently, as well as with peers.
What you can expect
There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us