Dell Lab Support Senior Engineer - Round Rock, TX in Round Rock, Texas
Lab Support Senior Engineer
Lab Support Engineering is at the heart of a worldwide lab operations team providing 24x7 lab access, service and solutions support in multiple locations. Independent and flexible, team members are always ready to adapt to the changing daily priorities. They make an impact in all kinds of ways – from installing and maintaining servers and storage equipment within the fast-paced lab computing environment, through to providing top-level technical expertise and support to engineering departmental users. What’s more, they work with engineering teams to create hardware configuration test plans in support of software development.
Maintain lab infrastructure in working order. Including switches and other networking components, virtualization solutions, serial concentrators, KVM, etc.
Interface with teams to guarantee we provide them the infrastructure they need and assist them with technical issues dealing with the lab operations. .
Monitor lab metrics; adherence to service level agreements, measures utilization rates of all hardware, verifies adherence to process for the lab team, customer satisfaction levels, etc
Working with teams to gauge their future needs and communicating those needs to Lab Manager, Rack space, bench space, power reqs, etc.
Act as escalation point to resolve issues with customers. Involve Lab Manager as needed to arrive at quick and amicable conflict resolutions.
Works with Lab Support Team members to keep all infrastructure updated on schedule, and helps lab team onboard new hardware quickly
Deal with customer tickets promptly, building server configurations to customer specifications, providing assistance to customers on config related questions, maintaining lab infrastructure, racking systems (some lifting required)
Maintain a thorough understanding of all documented processes and procedures
3+ years lab operations experience, working in a server hardware lab environment
5+ years customer facing experience. Handling customer issues, escalations, achieving compromise solutions in short timelines
Demonstrated strong problem solving and analytical skills, ability to work independently or in a team. Excellent communication and interpersonal skills
Experience supporting Dell PowerEdge Servers or Dell Software environments
Experience working issues submitted via ticketing software, generating reports, monitoring lab resources, and informing management on status.
Ability to lift at least 25lbs and work with team to rack/stack servers and hardware.
One or more industry certifications such as A+, VMware VCP, Network vendor cert, Cisco cert (Data Center, CCNA), Microsoft MCSE, or similar
Experience with troubleshooting tools and process, lab safety standards.
Experience with Jira, Confluence, MS Visio, MS Office, and database administration
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