Monitoring Technical Support Engineer

Job Description

This is a technical support role assisting internal and external customers.

Execute and understand IT based technology as it pertains to the deployment,

security, and connectivity of our current and future offerings.

Responsibilities

• include bringing new customers online, keeping customers connected, and
• supporting our transition as we end of life legacy systems and bring new systems
• online. This position also maintains and manages the deployment of networking
• hardware and software systems
• RESPONSIBILITIES
• * Technical Support
• * Providing Domestic and International Technical Assistance.
• * Self-deployment 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.
• * Coordinate and schedule regular meetings to review status of equipment,
• start-ups, and devices that are not communicating.
• * Provide application support with start-ups, repairs, and occasional
• pre-sales. Minimal travel for on-site participation may be required.
• * 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.
• * Help define and participate in the process for improvements and enhancements
• to the delivery of the offerings.
• * 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.
• * Other duties or projects assigned.
• * Network devices.
• * LANs, WANS.
• * VPNs, RDP, MS Teams and other remote access tools.
• * Basic understanding of key networking protocols: SNMP, HTTP, HTTPS, VPN, AMQP
• and other network protocols.
• * Sustaining
• * Projects
• * Administration
• * Continuous Improvement
• QUALIFICATIONS

Minimum Qualifications

• (education, experience level, knowledge, skills,
• certifications).
• * 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.
• * Ability to manage and maintain systems in a virtual environment.
• * Network hardware and operating systems implementation experience.
• * Collaborative skills, detail-oriented, and ability 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:
• * Excellent writing and verbal communication skills.
• * Excellent organizational and time management skills.
• * 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 self-motivated.
• * Ability to work without direct supervision.
• POSITIONS ELIGIBILITY REQUIREMENTS (travel, location, etc.)
• * In-office position at the Delaware Ohio Plant.
• * Reactive, fast-paced environment.
• * Professional office environment.
• * Available to work flexible hours.
• * Ability to take after-hours calls – Very rare.
• * Available for travel in event of emergencies
• Work 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, F-1,
• H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or
• in the future, are not eligible for hire.
• Equal Opportunity 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.