Hardware Support Services Engineer

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Hardware Support Services team owns the maintenance and hardware break/fix process on production, GCC, and Lab servers in our datacenters. We strive for high availability, high scalability, and high performance of all hardware.
As an Engineer of our Ireland-based Hardware Support Services team, you'll be working with a technically diverse team of engineers with the primary responsibility of ensuring that servers in need of repair are diagnosed and repaired as quickly as possible while maintaining a high standard of quality. You will also be responsible for queue work, goals and various other growth opportunities.
What you get to do in this role

• Troubleshoot, diagnose, and coordinate repairs for complex hardware problems on enterprise-class servers and infrastructure.
• Work closely with hardware vendors to understand and solve problems as needed
• Work closely with your team and partner teams to help support the hardware break-fix process to overcome technical challenges
• Document new processes and procedures as needed

Qualifications

• A minimum of 2 years' experience with Linux-based operating systems on an enterprise-class server level.
• Ability to troubleshoot hardware such as NVMe, Motherboards, DIMM Modules, etc.
• Basic understanding of technologies such as OOB, DNS, DHCP, TCP/IP, VLANS, SSH, SCP, PXE, Switching, Routing, etc.
• Demonstrate the ability to drive complex problems to resolution
• Excellent problem solving, conflict management, time management, and interpersonal skills required
• Must be able to communicate at a level appropriate to the audience
• Bachelor or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or a related field.
• Experience using the ServiceNow platform preferred but not required

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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