Monitoring Technical Support Engineer

Responsibilities

• Provide domestic and international technical assistance.
• Self-deploy for on-site technical assistance as required with minimal supervision.
• Understand and support the cross-functional management of the infrastructure supporting network-based connections of gateways and communication cards installed at customer sites.
• Perform pre-configuration and testing on the VPN gateways and communication hardware deployed for delivering the connected services offerings.
• Cook up regular meetings to review status of equipment, start-ups, and devices that are not communicating.
• Support application support with start-ups, repairs, and occasional pre-sales.
• Act as a point of contact and subject matter expert for questions on network connectivity and security for all supported systems.
• Conduct routine preventative measures on back-end systems that support network connectivity to end-point devices.
• Model and enforce Vertiv safety guidelines at all times.
• Lead root cause investigation for critical sites.
• Lead development of service-related documentation.
• Monitor connectivity and ensure system availability and reliability.
• Participate in design, review, and testing of Enterprise and Remote Monitoring solutions.
• Participate in development of departmental procedures/guidelines.
• Participate in development and validation of database forms and procedures for monitoring offerings.
• Create and deliver Webinar content as assigned.
• Provide classroom and field training on technical subjects as required.
• Document phone calls for tracking and reporting purposes, methods may vary.
• Submit expense reports, trip reports, and timecards accurately and on time.
• Manage intercompany relationships and processes for product support.
• Attend new product and self-development training classes.
• Stay familiar with new products/environments that may affect product operation to include new revisions, updates, upgrades, etc.

Qualifications

• BS CIT/EE/BSEET/CS – preferred
• AS CIS/ECT or similar electrical/electronic/technical degree, or equivalent training and experience in the following areas:
• Interacting with customers in a technical role
• Working directly with hardware and/or software systems in data center or other high-availability environments
• Minimum Three (3) years equivalent industry experience in one or more of the following:
• BAS/BMS systems
• Electronic Monitoring systems
• Networking Protocols and integration
• Computer-based networks
• Basic Database Knowledge
• Technical support
• Minimum three years’ experience interacting with customers in a support role required, technical support experience preferred.
• Experience working directly with Sales teams to resolve customer problems.
• Strong analytical and problem-solving abilities.
• Excellent problem-solving abilities and capable of resolving network and connectivity issues.
• Able to manage and maintain systems in a virtual environment.
• Network hardware and operating systems implementation experience.
• Collaborative skills, detail-oriented, and able to manage multiple priorities.
• Effective troubleshooting skills and resolution documentation.
• Strong knowledge of PCs and Current Windows Operating Systems.
• Proficient in all Microsoft Office products, especially MS Outlook, Excel, Word, and SharePoint.
• Firm understanding of Data Communications Processes, including:

About the Role

• In-office position at the Delaware Ohio Plant.
• R reactive, fast-paced environment.
• Professional office environment.
• Available to work flexible hours.
• Available for travel in event of emergencies.