Level 3 Support Engineer - Remote Eligible

Level 3 Support Engineer

Our client, a multinational IT service and consulting corporation, has an excellent opportunity for a Level 3 Support Engineer to work on a 12-month contract opportunity. Work will be fully remote within the 48 contiguous United States. As part of our Support Group, you will join an expert support team dedicated to top priority customers (hyperscalers and OEMs). This team is part of our Hyperscalers lab and works closely with our local engineering group designing these solutions. The main tasks include:

Troubleshoot and investigate complex incidents with remote take over and responsibility for service level compliance as well as technical escalations. This troubleshooting can involve:

• Hardware aspects (motherboard, Intel CPU, Atos Node Controllers or Interconnect, peripherals such as disk arrays or PCIe adapters, etc.)
• Firmware aspects (BIOS, BMC, FPGA, Redfish, IPMI, SYSLOG, SNMP, etc.)
• Software aspects (OS drivers, Kernel, etc.)

Interface with the customer, level 1 support and engineering through the ticketing system

Present high priority tickets progress status to customers

Coordinate, coach and train support and field engineers

Document known errors, standard solutions and workarounds in a knowledge database. Communicate the root cause analysis as well as provide information to the L1 support teams

Help designing, testing and/or developing debug and audit tools

Create, maintain and further develop training documentation, e-learning and webinars

Participate in the support process improvement

Experience Requirements:

• Bachelor's or Master's in Computer Science or Electrical Engineering recommended (or equivalent experience)
• Extensive troubleshooting experience in the IT environment
• Very good analytical skills and methodology
• Strong knowledge of:
• Server architectures (Intel architecture, motherboards functionalities, etc.)
• Administration of some OS's: Linux, VMware ESXi, Windows Server
• Firmware functionalities (BIOS, BMC, Redfish, IPMI, adapters firmware, etc.)
• OS level drivers
• Networking concepts
• Familiarity with data center infrastructure
• Very good communication skills in English

Additional Qualifications:

• Optional: Linux scripting capabilities

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.

About Eliassen Group:

Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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