L2 Senior Technical Support Engineer - Enterprise Servers & GPU Platforms

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.^TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice. 

• →Support global customers and service teams. Must be able to work swing and graveyard shifts and, depending on assignment, may be required to work weekends. 
• →Troubleshoot and isolate x86 component issues, including CPU, memory, PSU, and motherboard failures. 
• →Analyze debug logs and system information related to OS, CPU, memory, motherboard, GPU, PCIe, and AOC-related issues. 
• →Understand BMC chip functionality and utilize various BMC tools and software for troubleshooting and diagnostics. 
• →Assist with resolving issues escalated from the L1 team. 
• →Apply troubleshooting methodologies, including system log analysis, error code interpretation, and diagnostic tool utilization. 
• →Support root cause analysis, triage, and postmortem investigations through lab testing, engineering collaboration, and daily issue tracking until root cause is identified. 
• →Work closely with the L3 team to isolate and resolve complex product issues.  
• →Escalate issues to L3 when resolution cannot be achieved. Ensure all required logs, details, 
• →Maintain organization and prioritization of service escalations, documentation, records, and test logs for review. 
• →Clearly communicate technical issues, findings, and resolutions to customers, engineering teams, and management. 
• →Perform basic configuration and troubleshooting of iSCSI, multipath fiber, RoCE, SAS, and network switches. 
• →Create test plans, SOPs, best practice guides, educational materials, and training documentation. 
• →Drive customer success through documentation, training, education, and effective issue resolution. 
• →Mentor and support junior service engineers. 
• →Take ownership of escalated tickets and communicate directly with customers. L2 engineers must clearly identify themselves as the escalation owner and communicate that ownership to the customer. 
• →Participate in all CSD, engineering, partner, and L3 meetings to provide technical support and address questions. 
• →Create knowledge base (KB) articles (minimum two per week) and contribute to SOP creation as required. 
• →diagnostics, and troubleshooting steps are completed prior to escalation. 
• →Maintain and improve technical skills by completing required education courses within one month of release and obtaining applicable certifications. 

Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!  

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.