L2 Technical Support Specialist

Job Description

ZT Systems Services department is currently seeking an experienced server technician to join our Technical Operations Support Team (Technical OPS) to support our customers & ZT staff as they deploy and maintain ZT servers. The ideal candidate for this role balances strong technical skills, attention-to-detail, and a challenge driven attitude to resolve technical issues for sustaining and deployment activities. In this role, you will assist with new product introduction activities related to field services, including but not limited to program governance and classroom level training. As a member of ZT’s Technical OPS team you will be responsible for setting field standards, best practices, and have a strong interest in problem-solving and helping others.

Responsibilities and Essential Functions

o Ability to travel 20% of the year (total deployable time not to exceed 10 weeks)

o Ability to track Field Escalations using JIRA Platform

o Respond to technical support requests from customer and ZT staff in a timely manner

o Conduct failure analysis on field issues until root cause is determined based on:

o Controlled testing of suspect hardware, system, or firmware

o Engagement of internal engineering departments and vendors

o Proactively support field sustaining activities by:

o Administering soft tools (e.g.: diagnostics, tests, FW updates)

o Preparing SOPs, Knowledge articles, & guides

o Conduct training of new issue/resolution, new technical process & new tools

o Proactively and reactively support field deployments globally by:

o Maintaining deployment equipment and software

o New Product Introduction for Team leads and Technicians

o Real-time issue resolution during deployment execution

o Track server fleet health to investigate trends, new unknown issues, and validate that ZT maintaining customer SLA

o Provide timely and detailed feedback to the ZT engineering team on failures, serviceability of servers, and integration with the datacenter

o Provide guidance on new product sets and certifications

o Able to provide technical guidance for short periods of time to include training sessions, field support escalations, and customer requests

o Function as a swivel seat for incoming escalations to ensure that escalations have a plan of record per scenario. i.e. Creating a DBD Replacement Guide

o Be an outstanding representative of ZT Systems at all times

Knowledge, Skills, and Abilities

o Exceptional server hardware knowledge with deep understanding of all component & system type failures:

o Proven RCA or failure analysis history

o Experienced in controlled experiments to determine root cause

o Solid experience with IPMI utilization in diagnostics and with the following tools

o IPMItool, Redfish, iDRAC, iLO, or other Management Subsystem equivalent

o Preferred: Prime95, Coretemp, Smartctl, Arcconf or MegaCLI, Memtest86

o Basic Linux and Windows scripting experience

o Working knowledge of deployment technologies such as WDS, PXE, DHCP & FTP

o Experienced with Windows Server OS & WinPE OS administration

o Experienced with Linux PXE services

o Attention to detail in investigation of issues, RCA/FA documents, is essential to the customer and is critical to this role

o History of creating Knowledge articles and SOP documents

o Ability to regularly lift and move server systems that weigh up to 70lbs

o 3+ years of relative experience

Competencies

o Demonstrated strong ownership, self-motivation

o Ability to work autonomously and within a team environment

o Ability to work successfully with geographically dispersed teams, customers, and vendors

o Must be willing to adopt to a flexible work schedule

Education

o Degree in a computer-related field. Bachelor’s Degree preferred or 3 plus years of equivalent experience. Computer science, electrical engineering, telecommunications, or related discipline

o Preferred Certifications:

o CompTIA A+ or equivalent.

o CompTIA Server+ or equivalent

o MCP/MCSE Certification is a plus

o CompTIA Network is a plus

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ZT Systems assesses market data to ensure a competitive compensation package is created for all our employees. The typical base salary for this position is expected to be between $50,000.00 to $90,000.00 USD Annual per year. If hired, the final base salary will be determined on an individual basis taking into consideration experience, skills, knowledge, education and/or certifications.

Base salary is just one component of ZT Systems total rewards philosophy. We take pride in offering a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base. Other rewards may include bonus, paid time off, generous 401k match, tuition reimbursement, wellbeing resources, and more.

We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this opportunity but your experience or compensation doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

About ZT Systems

At ZT Systems, you’ll get to do work you are proud of alongside smart, passionate people. Every day, there are opportunities to collaborate with the best in the industry to design, build, and deliver impactful solutions to world-class customers. Along the way, you will gain hands-on experience in a face-paced environment that’s challenging, rewarding, and career-defining.

A culture built around our values we work hard and think fast. We view challenges as opportunities—to do better, push harder, and be faster than we were the day before. When we fail, we learn from it and move on together. And when we succeed, we use the momentum to go even further. We create value with everything we do, building the foundation of today—and transforming the future of tomorrow.

Join ZT Systems and help us build technology infrastructure that connects the world.

What We Offer

When you join ZT, you’ll enjoy a range of world-class, inclusive employee benefits designed to grow with you and our company. From competitive compensation to 401K matching to comprehensive health & wellness programs and tuition reimbursement, ZT Systems offers industry leading benefits packages for eligible employees designed to help you get the most out of life.

ZT Group Int’l. is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.