{"id":3187847,"url":"https://alion.io/job/vertiv-service-technical-support-vii","title":"Service Technical Support VII","company":{"id":58885,"name":"Vertiv","domain":"vertiv.com","url":"https://alion.io/company/vertiv","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":83,"open_postings":398,"ghost_share":0.005,"stale_share":0.857,"repost_share":0.01,"time_to_fill_p50_days":8,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mandaluyong, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":18000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1104},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"Smartsheet","optional":false}],"status":"live","first_seen_at":"2026-10-21T13:36:21Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-24T05:41:38Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Join a High-Performance Culture That Drives Innovation and Excellence\nAt Vertiv, we don’t just hire talent-we cultivate leaders who drive innovation and engage teams to push the limits of what’s possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology-and we need bold, high-performing individuals like YOU to take us to the next level.\nWhy Vertiv?\nHigh-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.\nLeadership Without Limits: Leadership at Vertiv goes beyond just titles-it’s about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.\nLimitless Growth Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you’ll have the opportunity to expand your expertise and grow your career.\nA Place for Everyone: Our commitment to inclusion ensures that all employees' unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.\nPosition Summary\nWe are seeking an entry-level Remote Monitoring Engineer to join our Remote Monitoring team within Services Technical Support. This role is responsible for performing real-time remote monitoring of critical power and cooling infrastructure, alarm response, basic diagnostics, incident tracking, report generation, customer communications, and participation in continuous improvement initiatives - all under direct supervision of the HARC Supervisor/Lead and Senior HARC Team members.\nThe successful candidate will serve as a front-line HARC Associate, monitoring customer equipment 24/7 and ensuring timely, accurate alarm handling and incident management in accordance with established standard operating procedures (SOPs).\nKey Responsibilities\nAlarm Monitoring & Response\nMonitor real-time alarms and events on critical power infrastructure (UPS systems, batteries, cooling units, and related equipment) via the Cloud Service Portal (CSP) platform \nIdentify, triage, and respond to incoming alarms based on severity levels (Critical, High, Medium, Low) and established alarm categorization codes \nProcess single and multiple alarm events, identifying root causes and weighing the most critical alarm to determine the appropriate incident code \nRecognize alarm classifications (Serviceable vs. Non-Serviceable, Critical vs. Non-Critical) and apply the correct response actions \nBasic Diagnostics & Troubleshooting\nPerform basic alarm diagnostics using established procedures, reference guides, and alarm code matrices \nAnalyze alarm patterns, correlations, and equipment status to support accurate incident assessment \nVerify unit status, battery metrics, communication status, and equipment profiles within monitoring platforms \nEscalate complex or unresolved issues to Senior HARC Team members or HARC Supervisor/Lead as required \nIncident Tracking & Case Management\nTrack incidents from initial alarm receipt through closure, ensuring complete and accurate documentation at every stage \nLog alarms, actions, and service notes in CSP, including Service Action Notes referencing open cases, service requests (SRs), and scheduled maintenance \nOpen and document cases and service requests in Redwood/OEC, applying correct ticket codes \nVerify existing cases/SRs, open service requests, and scheduled maintenance in EBS (Oracle) before creating new cases \nLog RSD tickets for communication-related issues and equipment connectivity matters \nTrack and update case/SR information in Smartsheet (Case/SR Tracker and RSD Ticket Entry forms) \nPreventive Maintenance Reporting\nPrepare preventive maintenance (PM) reports based on equipment alarm history and service data \nVerify open PM tickets and scheduled maintenance activities in EBS \nDocument and communicate PM-related findings to appropriate teams \nCustomer Communications\nCommunicate with customers via email and phone for alarm notifications, status updates, and service coordination \nApply contract-based call decision rules to determine appropriate customer contact actions \nProvide professional customer notification emails using established procedures \nMaintain timely follow-up cadence, adhering to the 2-day follow-up threshold for cases/SRs with no recent updates \nDocumentation & Compliance\nMaintain accurate and thorough documentation of all alarm events, actions taken, and case outcomes \nFollow established SOPs, process documentation, and reference guides for all monitoring and incident management activities \nAdhere to data sensitivity and confidentiality requirements at all times \nContinuous Improvement\nParticipate in improvement projects and initiatives as a team member \nContribute to Bi-Monthly Huddle meetings for case review and team alignment \nSupport process documentation updates and knowledge base maintenance \nProvide feedback on alarm handling procedures and suggest improvements to workflows \nQualifications\nRequired\nBachelor's Degree in Electronics & Communications Engineering (ECE), Electrical Engineering (EE), or Mechanical Engineering (ME) \n0-2 year of experience (fresh graduates are welcome to apply) \nBasic understanding of electrical systems, power distribution, critical infrastructure concepts, and data center network operations \nStrong written and verbal communication skills \nAbility to work in a 24/7 rotating shift environment (AM, PM, MID shifts including weekends and holidays) \nProficiency in Microsoft Office Suite (Excel, Word, Outlook, Teams) \nStrong attention to detail and ability to follow established procedures accurately \nAbility to multitask and manage multiple alarm events simultaneously \nPreferred\nFamiliarity with UPS (Uninterruptible Power Supply) systems, battery systems, or cooling/HVAC equipment \nExposure to remote monitoring, NOC (Network Operations Center), or service desk environments \nBasic knowledge of incident management or ITIL frameworks \nExperience with ticketing systems or case management platforms \nCompetencies & Attributes\nAnalytical Thinking - Ability to assess alarm data, identify patterns, and determine appropriate actions \nAttention to Detail - Accuracy in documentation, alarm categorization, and case management \nCommunication - Clear, professional interaction with customers, field engineers, and internal teams \nTeamwork - Collaborative mindset in a shift-based, team-oriented operations environment \nAdaptability - Willingness to learn new systems, processes, and handle dynamic alarm scenarios \nAccountability - Ownership of assigned incidents from receipt through closure \nTime Management - Ability to prioritize and respond to alarms within established SLA requirements and work-related or AdHoc activities \nThe successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.\nOUR CORE PRINCIPALS: Safety, Integrity, Respect, Teamwork, Diversity & Inclusion.\nOUR STRATEGIC PRIORITIES:\nCustomer Focus\nOperational Excellence High-Performance Culture Innovation\nFinancial Strength\nOUR BEHAVIORS:\nOwn It\nAct With Urgency\nFoster a Customer-First Mindset Think Big and Execute\nLead by Example\nDrive Continuous Improvement Learn and Seek Out Development","description_format":"text","description_chars":7567,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Servers & Data Center Hardware","Power Supplies & Power Electronics","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-10-24T00:38:51Z"}],"visa":[],"liveness":{"score":58,"band":"ok","label":"Likely open","p_open":1,"p_active":0.583,"p_room":1,"age_days":2,"expected_fill_days":8,"reasons":["conf:0","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/vertiv-service-technical-support-vii","json_url":"https://alion.io/job/vertiv-service-technical-support-vii.json","meta":{"generated_at":"2026-10-24T11:16:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15983,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58885},"rest":"https://alion.io/mcp/rest/get_company?id=58885"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvertiv-service-technical-support-vii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvertiv-service-technical-support-vii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvertiv-service-technical-support-vii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vertiv-service-technical-support-vii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvertiv-service-technical-support-vii"}]}