Senior Hardware Support Engineer

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.

The Hardware Support Services team is growing. We were born in Kirkland, WA. Six years ago, we expanded into Dublin, Ireland, and we are now excited to be expanding into a new region: Sydney, Australia.

Our team is responsible for the maintenance and hardware break/fix support in our data centers' production, GCC, and Lab environments. We strive for high availability, scalability, and performance of all hardware.

As a Sr Hardware Support Engineer of our Sydney-based Hardware Support Services team, you'll be part of growing and developing a team within the Australian region. You will also work with a global team of technically diverse 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; this responsibility includes but is not limited to queue work, goals, projects, and 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
• Train and mentor new starters
• Document new processes and procedures as needed

To be successful in this role you have

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• A minimum of 3-5 years' experience with Linux-based operating systems on an enterprise-class server level.
• Ability to troubleshoot hardware such as NVMe, GPUs, Motherboards, DIMM Modules, etc.
• Demonstrate the ability to drive complex problems to resolution
• Excellent problem solving, hardware management, time management, and interpersonal skills required
• Basic understanding of technologies such as OOB, DNS, DHCP, TCP/IP, VLANS, SSH, SCP, PXE, Switching, Routing, etc.
• 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

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.Learn more here.

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 globaltalentss@servicenow.com 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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