Senior Server Support Engineer

hace 3 semanas


Monterrey, Nuevo León, México Lenovo A tiempo completo

We are Lenovo, a global technology powerhouse, and we are seeking a skilled Senior Server Support Engineer to join our team. This role serves as the business segment focal point and leader for a set of ISG Products, leading Lenovo ISG's highest level of Field Support.

The successful candidate will lead a team of engineers in diagnosing and resolving field problems, closing the loop with knowledge articles and feedback to our development and product assurance organizations. Responsibilities will include leading a team of engineers in diagnosing and resolving field problems, providing technical expertise to the field on problem determination and isolation, and developing and maintaining a relationship with Development to have collaborative engagements for the further analysis of design and architectural issues.

The leader is expected to manage pervasive field issues, drive field communications, and prioritize fix releases. Driving organizational capability in ensuring that the right staffing levels, lab equipment, and logistics of off-shift support is crucial to the long-term success. Fluent spoken and written English communication skills are a requirement to interact with customers, Lenovo project managers, and other engineers.

High-level experience in hardware troubleshooting of x86 Server is required, including a deep understanding of server architecture, use of lab hardware to replicate customer configuration, and reading and interpreting hardware error logs and OS logs to isolate customer problems. The ideal candidate will have working knowledge of ISG systems, demonstrated team leadership or management competencies, and knowledge of the field support process and customer engagement.

This role requires a high level of experience in hardware troubleshooting of x86 Server, including a deep understanding of server architecture, use of lab hardware to replicate customer configuration, and reading and interpreting hardware error logs and OS logs to isolate customer problems. The ideal candidate will have working knowledge of ISG systems, demonstrated team leadership or management competencies, and knowledge of the field support process and customer engagement.

Key Responsibilities:

  • Lead a team of engineers in diagnosing and resolving field problems
  • Provide technical expertise to the field on problem determination and isolation
  • Develop and maintain a relationship with Development to have collaborative engagements for the further analysis of design and architectural issues
  • Manage pervasive field issues, drive field communications, and prioritize fix releases
  • Drive organizational capability in ensuring that the right staffing levels, lab equipment, and logistics of off-shift support

Requirements:

  • High-level experience in hardware troubleshooting of x86 Server
  • Deep understanding of server architecture
  • Use of lab hardware to replicate customer configuration
  • Reading and interpreting hardware error logs and OS logs to isolate customer problems
  • Working knowledge of ISG systems
  • Demonstrated team leadership or management competencies
  • Knowledge of the field support process and customer engagement

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