Senior Server Support Engineer – Enhanced Server Maintenance
Location: , Batavia, Illinois
Employment Type: Full-Time | On-site with On-Call Availability
Reports To: Infrastructure Operations Manager / Server Support Lead
Position Summary:
The Senior Server Support Engineer will provide enhanced server support for ’s on-site and 
remote infrastructure, ensuring optimal uptime, reliability, and performance for both in￾warranty and out-of-warranty servers. This includes hardware repair, replacement, 
diagnostics, and proactive maintenance, as well as quarterly reporting on warranty statuses, 
lifecycle management, and upgrade recommendations.
The engineer will also serve as a subject matter expert for hardware troubleshooting, OEM 
coordination (Dell, HP, Apple, etc.), and data security compliance during device 
replacement or decommissioning. This role requires a mix of technical expertise, quick 
response capability, and proactive asset management to maintain ’s mission-critical server 
infrastructure.
Key Responsibilities:
1. Server Hardware Support & Maintenance
• Provide on-site server hardware support during ’s designated business hours.
• Deliver 24x7 on-call support with a response commitment of:
o Telephone availability within 30 minutes of request.
o On-site presence within 60 minutes of request.
• Perform break/fix, repair, and restore services for all designated servers, both in- and 
out-of-warranty.
• Ensure all repairs include parts and labor, maintaining OEM quality and performance 
standards.
• Verify replacement parts match or exceed the performance and revision level of the 
original components.
• Collaborate with OEMs (Dell, HP, Apple, etc.) for warranty coordination, part logistics, 
and specialized repairs.
2. Data Security & Compliance
• Manage the secure removal or destruction of data-bearing devices (disks, drives, 
removable media) following data protection policies.
• Work with and OEM vendors to determine appropriate data remediation processes
when warranty parts are involved.
• Ensure all decommissioned hardware follows ’s data security, destruction, and asset 
disposal procedures.
3. Proactive Server Management & Reporting
• Provide quarterly reports identifying:
o Servers approaching warranty expiration or maintenance contract end within 
the next quarter.
o Recommendations for contract renewal or inclusion in enhanced support.
o Maintenance quotes for identified equipment.
• Generate reports comparing the Enhanced Server Support entitlement list with 
CMDB entries to verify accurate entitlement data.
• Maintain an up-to-date inventory and logistics plan to ensure 24x7 availability of spare 
parts and rapid transport to meet service-level response times.
4. Escalation & Incident Response
• Quickly escalate technical incidents to the appropriate teams or OEM vendors to 
minimize downtime.
• Provide software, patching, and update recommendations to enhance server stability 
and performance.
• Deliver Next Business Day (NBD) support options for eligible servers, including four￾hour repair response times where applicable.
• Add or update servers in the support system based on provided details such as model 
number, serial number, purchase date, and PO information.
5. Process Improvement & Standards
• Recommend and help maintain an inventory of critical spare parts, ensuring 
readiness for any required replacements.
• Propose new or equivalent standard parts that meet or exceed OEM performance 
standards.
• Contribute to the development and refinement of operational procedures, 
emphasizing efficiency, accuracy, and reliability.
• Maintain compliance with ’s cybersecurity, safety, and change management 
processes.
Mandatory Skills and Qualifications:
• Minimum 5 years of hands-on hardware support experience in enterprise or data 
center environments.
• Strong understanding of server hardware architectures supporting Windows, Linux, 
and Sun (Solaris) operating systems.
• Proven experience with server diagnostics, repair, part replacement, and firmware 
upgrades.
• Working knowledge of OEM vendor systems and procedures (Dell, HP, Apple, etc.) 
including warranty coordination.
• Experience with incident escalation, SLA adherence, and service reporting.
• Ability to generate detailed maintenance and entitlement reports and analyze data for 
proactive recommendations.
• Excellent documentation, communication, and problem-solving skills.
• Ability to perform on-call duties and meet strict response and restoration timelines.
Preferred Skills and Certifications:
• OEM certifications from Dell, HP, or Apple (e.g., Dell Certified Systems Expert, HP 
Accredited Platform Specialist).
• Familiarity with ServiceNow, Remedy, or other ITSM platforms for incident and asset 
management.
• Knowledge of hardware lifecycle management and CMDB best practices.
• Understanding of data destruction and sanitization standards (NIST 800-88).
• Strong analytical and organizational skills with attention to detail.
Work Environment:
• On-site support role at , with availability for after-hours and emergency callouts.
• Collaboration with internal teams, OEM vendors, and ’s cybersecurity and infrastructure 
units.
• Physical activity may include lifting and installing server hardware and components in 
rack environments.
• Must adhere to ’s operational, security, and safety standards.
Key Performance Indicators (KPIs):
• Server uptime and SLA compliance.
• Mean Time to Repair (MTTR) and First-Time Fix Rate.
• Accuracy of warranty and CMDB reporting.
• Timeliness of quarterly reporting and recommendations.
• OEM coordination effectiveness and response adherence.