L2 SME

Company Overview:

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.

Position Overview:

Term: 6 month contract to hire 

Location: Jersey City, NJ 

Pay: $36.00 - $38.00; commensurate with experience 

Hours: multiple shifts available  

In this role, you will support a Global Service network and build a world-class field engineering organization. This position requires seasoned enterprise software and hardware technical knowledge and understanding, to be Service oriented, and Quality experienced Engineer. The Engineer will help maintain technical information, provide technical information to education and service teams, and may assist with teaching and presenting technical hardware/software to many audiences. Your primary role will be handling escalation issues from our Service help desk department. Understanding the root cause from an engineering and quality perspective, as well as helping solve complex issues and providing these solutions throughout the service teams. You will be working alongside Product managers, architects, engineers, developers, logistics teams, quality teams, and service teams to help bridge and close the gap between engineering and customer escalation issues. Your impact will be directly responsible for ensuring our commitment to product quality, service, and engineering excellence.  

What you will do as the L2 SME: 

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. 

What you will bring to the team: 

• Bachelor’s degree in Electrical Engineering, Computer Science, or equivalent technical work experience of at least 5 years. 
• 5+ years engineering experience supporting complex GPU servers, storage systems, networking environments, and enterprise GPU platforms. 
• Hands-on experience with IPMI, BMC tools, and server management technologies. 
• Experience working with Linux, VMware, and Windows Server operating systems. 
• Strong understanding of x86 architecture and system-level troubleshooting. 
• Experience using debug and diagnostic tools for PCIe, CPU, memory, and motherboard issue isolation. 
• Knowledge of motherboard design, networking technologies, cabling, network switches, and storage controllers. 
• Experience with Redfish, virtualization environments, and VM technologies. 
• Knowledge of iSCSI, multipath fiber, RoCE, SAS, and network switch configurations. 
• Excellent communication skills with the ability to work effectively with customers, partners, and engineering teams during challenging situations. 
• Must be fluent in English. 
• Strong analytical, troubleshooting, and critical-thinking skills. 
• Ability to work independently while collaborating effectively within a team environment. 

#LI-TB1 

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.