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. com171

Nesco Resource, LLC

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