XS Engineer 1

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