Monitoring Technical Support Engineer

POSITION SUMMARY

Vertiv is hiring a Technical Support Engineer (remote) for our Monitoring products. This position provides technical expertise and problem resolution on the field integration of Infrastructure Management Solutions. The position acts as the main contact for Infrastructure Management team and 1st Responder Customer Engineer’s in the field and provides support directly to customers as required. The role provides technical expertise and resolution in addressing product performance issues. MTS Engineers lead warranty review, service documentation, parts research, and other service-related projects and provide sustaining product support, working closely with manufacturing and other departments. The position also plays a key role in the application and engineering of monitoring solutions for Remote Monitoring offerings.

RESPONSIBILITIES

• Technical Support
  • Provide Domestic and International Technical Assistance for Vertiv Digital Services products.
  • Self-deploy for on-site Technical Assistance as required with minimal supervision
  • Model and enforce Vertiv safety guidelines at all times
  • Lead customer meetings and teleconferences as directed
  • Lead root cause investigation for critical sites
• Sustaining
  • Lead development of service-related documentation
• Projects
  • Participate in design, review, and testing of Enterprise and Remote Monitoring and Controls 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
• Administration
  • 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
• Continuous Improvement
  • 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 as assigned by Supervisor and Management.

QUALIFICATIONS

• Bachelor’s or Associate’s degree in computer or electrical engineering preferred, or equivalent training and experience
• Interacting with customers in a technical role
• Working directly with hardware and/or software systems in data center or other high-availability environments
• Minimum six years military experience in automation, controls, networking, or electronic fields desired
• Minimum four years equivalent industry experience in one or more of the following:
  • BAS (Building Automation System)
  • BMS (Building Management Systems) systems
  • Electronic Monitoring, Automation and Controls systems
  • 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
• Minimum three years’ experience in Monitoring or BMS/BAS systems required
• Excellent technical knowledge of Vertiv Monitoring products and services or similar monitoring systems is recommended.
• 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 and SharePoint
• Firm understanding of Data Communications Processes, including:
  • Network Devices: Servers, Routers, Switches
  • Network Architecture: LANS, WANS
  • Network Tools: VPNs, RDP, WebEx and other remote access tools
• Basic understanding of key protocols: BACnet, MODBUS, SNMP, RS232, RS422, RS485, ARCnet, and BACnet, SNMP and other network protocols.
• Basic understanding of software integration software applications: Wireshark
• Basic understanding of Remote Authentication (RADIUS, TACACS+ and LDAP/AD is recommended.
• Experience with transducers and sensors
• Experience with schematics and wiring diagrams
• Excellent writing and verbal communication skills
• Excellent organizational and time management skills
• Strong analytical and problem-solving abilities
• Possess a positive attitude and flexibility in a rapidly changing environment
• 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

PHYSICAL & ENVIRONMENTAL DEMANDS

• Reactive, fast paced environment
• Professional office environment
• Ability to manage multiple projects/issues simultaneously

TIME TRAVEL REQUIRED

• 25% domestic and minimal international
• Available for travel in event of emergencies

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS:

• Safety.
• Integrity.
• Respect.
• Teamwork.
• Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development