Service Technical Support XII
Service Technical Support XII
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Job Description
Brief Job Description:
Tier 2 Coordinator for our internal Monitoring products This position provides technical expertise and problem resolution on internally developed monitoring platforms. The position acts as the main contact between stakeholders and software engineering teams and provides support directly to stakeholders and external customers as required. The role provides technical expertise and resolution in addressing product performance issues uptime of monitoring products restore times bugs and enhancements documentation knowledge sharing and other servicerelated projects and provide sustaining product support working closely with software engineering and other departments. The position also plays a key role in the enhancement of solutions for Remote Monitoring offerings. Perform operations organization and policy tasks within the local business unit pertinent to the department.
RESPONSIBILITIES:
Technical Support
Technical Assistance
for onsite Technical Assistance as required with minimal supervision
model and enforce Vertiv safety and security guidelines
customer meetings as directed
root cause investigations
identify possible future issues and coordinate with the appropriate departments to reduce and/or remove impact
Sustaining
development of softwarerelated documentation
support and documentation to SWEs internal and external customers.
and submit enhancements as collected from internal/external customers
Projects
in review Alpha/Beta testing UAT and validation of solutions for Remote Monitoring solutions
in customer trials
in development of departmental procedures/guidelines
in development and validation of procedures for monitoring offerings
in DRB and Stakeholder meetings
and deliver training content as assigned
Administration
cases for tracking and reporting purposes
intercompany relationships and processes for product support and development.
with the Remote Monitoring Support leadership to define and develop methods and procedures. Institute best practices and ensure the procedures are enforced.
closely with the Remote Monitoring and Life Services Manager to ensure understanding and communication of the scope schedule and resource allocation.
team schedules and ensure coordination of activities on the critical path. Must have ability to communicate effectively including conducting effective meetings and presentations.
with all necessary policies/guidelines regarding the general business activity.
the communication conduit with upper management to ensure coordination with peers on all activities.
Continuous Improvement
to quickly learn new technologies and tools and apply this knowledge to products processes and customer environments.
in a fastpaced environment and successfully achieve deadlines as required
new product and selfdevelopment training classes.
familiar with new products/environments that may affect product operation to include new revisions updates upgrades etc.
Qualifications:
Experience in the following areas:
with customers in a technical role
directly with hardware and/or software systems in data center or other highavailability environments
Minimum two years equivalent industry experience in one or more of the following:
BAS/BMS systems
Electronic Monitoring systems
Protocols and integration
Computer based networks
Basic Database Knowledge
Basic Software Knowledge
Technical support
Minimum two years experience interacting with customers in a support role required technical support experience preferred
Experience working with interdepartmental teams to resolve enduser problems
Minimum two years experience in Monitoring or BMS/BAS systems required
Excellent technical knowledge of Vertiv Monitoring products and services or similar monitoring systems is good to have
Effective troubleshooting skills and resolution documentation
Knowledge of Operating Systems Software Architecture Software dependencies APIs.
Proficient in Office 365
Firm understanding of Data Communications Processes including:
devices
WANS
RDP.
Understanding of key protocols: Modbus RS232 RS422 RS485 ARCnet and BACnet SNMP and other network protocols.
Understanding of SQL languages
Basic understanding of builtin browser troubleshooting tools
Excellent grasp of English both written and spoken
Excellent writing and verbal communication skills
Excellent organizational and time management skills
Strong analytical and problemsolving abilities
Possess a positive attitude and flexibility in a rapidly changing environment
Ability to manage multiple projects/issues simultaneously
Properly interact with all levels in the organization and with the customer
Conscientious accurate detail oriented and selfmotivated
Ability to work without direct supervision
POSITIONS ELIGIBILITY REQUIREMENTS (travel location etc.
Reactive fast paced environment
Professional office environment
Oncall availability through a national paging/cellular system using a scheduled rotation
Maximum of 10 domestic and international travel as required
Flexible schedule (Weekends evenings holidays)
Available for travel in event of emergencies
Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring terms of employment mobility training compensation and occupational health without discrimination as to age race color religion creed sex pregnancy status (including childbirth breastfeeding or related medical conditions) marital status sexual orientation gender identity / expression (including transgender status or sexual stereotypes) genetic information citizenship status national origin protected veteran status political affiliation or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position you can request help by sending an email to If you are interested in applying or learning more about this role please visit the companys career page located on Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E F1 H1 H2 L B J or TN or who need sponsorship for work authorization now or in the future are not eligible for hire.
Employment Type
Full Time
