Senior Field Support Engineer

About the role

The Senior Field Support Engineer provides first- and second‑level technical support for server, GPU, liquid‑cooling, storage and network infrastructure, handling incidents both remotely and onsite while ensuring compliance with service level agreements.

Key responsibilities

• Provide first‑ and second‑level technical support, classify and analyze incidents, and produce detailed technical analysis reports.
• Perform hardware replacements, operational readiness tests, firmware and BIOS updates, and annual liquid‑cooling maintenance.
• Manage RMA cases, document all activities in the ticketing system, and prepare service‑related technical documentation and spare‑part readiness.
• Conduct preventive maintenance remotely and onsite, participate in on‑call duty, and provide permanent onsite support when required.
• Communicate independently and professionally with customer technical contacts to ensure service quality and satisfaction.

Required profile

• Completed apprenticeship as an IT Systems Engineer or comparable qualification.
• Minimum 5 years of professional experience in server, storage and network environments.
• Independent, solution‑oriented working style with strong communication and customer‑facing skills.
• Ability to work effectively in a team and recognize/manage escalations.
• Willingness to provide permanent onsite support and participate in on‑call duty.

Required skills

• Technical diagnostics and troubleshooting.
• Firmware and BIOS update procedures.
• Hardware maintenance (servers, GPUs, liquid cooling).
• Microsoft Office suite (Word, Excel, Outlook).