Level 1 Services Technician
As a Level 1 Service Technician at Jabil Inc., you will provide remote diagnostic and resolution support for server hardware incidents escalated from Triage. You are expected to independently resolve the majority of intermediate-complexity issues-drawing on internal documentation, log and diagnostic analysis, and applied hardware knowledge-and to own each case through resolution.
You will guide customers and field engineers through approved hardware replacements, verify restoration of service, and escalate only those issues that require advanced diagnostics or specialized expertise.
How Will You Make an Impact?
You will reduce downtime and improve customer satisfaction by resolving most incidents at first level-before they need to be escalated-while maintaining SLA performance, accurate documentation, and consistent customer communication through resolution.
This position will work on Third Shift (10:00pm to 7:00am), onsite at our offices in Austin, Texas. This position is not remote.
Essential Duties and Responsibilities
- Receive and own incidents escalated from Triage.
- Independently diagnose and resolve most intermediate-complexity server hardware issues using internal documentation, log and diagnostic analysis, and applied hardware knowledge.
- Troubleshoot common component failures-including storage (SSD/NVMe and RAID), memory (DIMM), power supplies, network and interface cards, motherboards, GPUs, and boot or reboot faults-from logs, symptoms, and remote diagnostics.
- Usage of Service Now ticketing system
- Guide customers or field engineers through approved hardware replacements.
- Verify service restoration post-repair.
- Own customer communication and ticket updates for assigned incidents through resolution or escalation.
- Escalate to Level 2 or Engineering only when advanced diagnostics or specialized expertise is required, after standard troubleshooting has been exhausted.
- Maintain thorough case notes and documentation.
- Contribute to knowledge base articles.
- Continue technical skill development.
Escalation Criteria
Most incidents are expected to be resolved at Level 1. Escalate to Level 2 or Engineering only after standard troubleshooting has been exhausted and one or more of the following conditions apply:
- The issue requires advanced diagnostics, specialized expertise, or engineering-level root-cause analysis beyond the Level 1 scope.
- Diagnostic results are inconsistent or inconclusive after reasonable troubleshooting and testing.
- The fault recurs after an approved hardware replacement, or the failure cannot be reliably reproduced or isolated.
- Resolution requires access, tools, or approvals outside the Level 1 technician’s authorization.
- The incident carries critical business impact or SLA risk requiring higher-level attention.
- When escalating, document all troubleshooting steps, findings, and test results, and transfer ownership with a clear summary of the issue and actions taken.
Minimum qualifications:
- Bachelor's degree in Information Technology or related field.
- 2-4 years of server hardware or technical support experience, including hands-on or remote resolution of hardware faults.
- Relevant technical certification (CompTIA A+ or equivalent)
Work Environment and Physical Requirements
This position typically operates in a professional office and on-site laboratory environment supporting enterprise server hardware operations. The role requires prolonged computer use and occasional lab coordination. Shift work may be required and may include nights, weekends, or holidays depending on business needs. Ability to lift up to 50 lbs. may be required, with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position does not include offsite or customer-location work.
BE AWARE OF FRAUD: When applying for a job at Jabil you will be contacted via correspondence through our official job portal with a jabil.com e-mail address; direct phone call from a member of the Jabil team; or direct e-mail with a jabil.com e-mail address. Jabil does not request payments for interviews or at any other point during the hiring process. Jabil will not ask for your personal identifying information such as a social security number, birth certificate, financial institution, driver’s license number or passport information over the phone or via e-mail. If you believe you are a victim of identity theft, contact the Federal Bureau of Investigations internet crime hotline (www.ic3.gov), the Federal Trade Commission identity theft hotline (www.identitytheft.gov) and/or your local police department. Any scam job listings should be reported to whatever website it was posted in.Jabil, including its subsidiaries, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other characteristic protected by law.