NESCO Inc

Compensation

Full Description

Nesco Data Center and Infrastructure is seeking a remote L2 L3 IT Hardware Troubleshooting expert to support EST hours. This is an opportunity to work with a premier International IT Integration Service Provider on a full-time basis. The Level 2- Level 3 Tech serves as the highest tier of technical escalation within the engineering organization. This role is responsible for resolving the most complex hardware and infrastructure issues that cannot be addressed by Level 1 or other Level 2 engineers. The L2/L3 provides advanced technical leadership, assumes ownership of high-priority incidents, and ensures timely and accurate resolution of customer-impacting issues. In addition to hands-on engineering responsibilities, this role provides mentorship, drives technical standards, and contributes to process improvement initiatives across the organization. Primary Responsibilities Advanced Technical Escalation & Resolution • Take full ownership of complex support tickets and service requests • Resolve advanced technical issues escalated from L1 and L2 engineers • Lead root cause analysis efforts and determine appropriate corrective actions • Validate system failures and confirm correct parts and remediation strategies • Interpret diagnostic files, logs, and customer-provided data during service events • Execute advanced hardware troubleshooting across enterprise server and storage platforms Hardware & Platform Expertise • Perform advanced troubleshooting on enterprise server and storage systems, including multi-generation platforms from major OEM manufacturers (e.g., Dell, Client, IBM, Lenovo xSeries) • Demonstrate deep firmware knowledge across supported systems • Utilize diagnostic tools such as OneCLI and DSA to analyze and remediate hardware issues • Perform and oversee hardware replacement procedures and ensure adherence to best practices Leadership & Operational Support • Provide technical leadership during high-impact incidents • Support overflow or short-staffed situations by handling additional ticket volume as needed • Monitor job progress and overall team performance during active service operations • Serve as a point of internal and external escalation for complex cases Secondary Responsibilities Mentorship & Training • Mentor Level 1 and Level 2 engineers to improve technical capabilities • Assist in developing internal certification standards and training curriculum • Serve as a training coordinator or instructor when assigned • Provide knowledge-sharing sessions to enhance overall team expertise Quality & Process Improvement • Perform QA reviews on completed service work as assigned • Update and improve standard operating procedures (SOPs) • Identify recurring issues and recommend systemic improvements • Contribute to operational best practices and service excellence initiatives Customer & Project Engagement • Educate customers on issue identification and preventive best practices • Coordinate lab simulations or test environments to replicate and resolve complex problems • Provide detailed documentation of findings, solutions, and recommendations • Deliver status updates and reports on active projects or escalations • Implement solutions and conduct training as required Technical Expertise • Advanced knowledge of enterprise server and storage hardware platforms • Strong firmware troubleshooting and system diagnostics expertise • Experience with hardware diagnostic tools such as OneCLI and DSA • Deep understanding of root cause analysis methodologies • Ability to independently resolve highly complex infrastructure issues Professional Skills • Strong analytical and problem-solving capabilities • Excellent written and verbal communication skills • Ability to operate effectively in high-pressure situations • Strong organizational and documentation skills • Leadership presence with the ability to motivate and guide peers Role Expectations • Maintain and continuously expand technical expertise within one or more specialized service offerings • Demonstrate ownership, accountability, and initiative in all assigned work • Support cross-functional operations including escalation management, quality assurance, and training when required • Proactively identify opportunities to enhance team performance and organizational effectiveness Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. Nesco Resource 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.