Diagnostics Specialist of Returned Parts and Systems

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

Troubleshoot and diagnose defective hardware in computer systems. Follow reset instructions for edge/accessory hardware (i.e. POS systems, network switches, tablets). Document detailed notes of troubleshooting steps and resolutions. Manage and adjust inventory for returned components and/or replacement parts. Generate repair orders to carry out the requested outcomes for systems or components, including shipping and stocking. Perform inventory transactions for stocking or corrective action reasoning. Report defects identified by end users or shipping carriers on systems or components returned to AHEAD. Assist in preventative/corrective processes and their evolution. Provide the manufacturing teams with system diagnoses and fully functional systems when needed, unless otherwise noted. Provide information to the documentation team on any relevant updates for returned systems. Assist the support team in testing and reviewing returned systems and components. Work with the support team on incident disposition and resolution for unknown or unexpected returns. Collaborate with the engineering team on troubleshooting resolutions beyond our scope. Work with the quality team on recurring issues and/or corrective actions. Contribute to the team by accomplishing necessary tasks as needed.

Minimum Required: A high school diploma or GED, or an additional three years of related on-the-job experience. 3-5 years of experience in a computer hardware diagnostics environment. Preferred: Certifications in relevant hardware technologies (e.g., CompTIA Certifications, Dell EMC, HP, IBM). Familiarity with inventory management processes. Experience with order entry systems.

Strong knowledge of server components and architecture. Experience working with both Windows and Linux-based operating systems. Solid understanding of computer networking principles. Strong communication skills, both verbal and written. Ability to work independently and as part of a team. Ability to manage complex situations. Problem resolution skills. Demonstrate persistence and patience in problem-solving.

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions, in accordance with the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA), and other applicable federal, state, and local laws. Performance of Essential Functions: Ability to safely and effectively perform all essential job functions listed herein while meeting established productivity and quality standards. Attendance: Ability to maintain regular and predictable attendance, consistent with ADA, FMLA, and other applicable requirements. Includes ability to safely and reliability travel to and from an office and/or client work site, as required. Work Environment: Ability to perform job duties at customer sites or in data center environments which may include: Standing, walking, bending, and lifting or moving equipment weight up to fifty (50) pounds. Working in areas with fluctuating temperatures, including warm and cold environments, both indoors and outdoors. Exposure to production environments that may include higher noise levels, bright lighting, and varying airflow.

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