Technical Support Engineer

POSITION SUMMARY

The Technical Support Engineer works to resolve customer issues, assist Sales and Field Agents, maintain knowledge content, conduct research, proactively share information, position workarounds, and collaborate with the Technical Support team to handle customer escalations. This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by customers and/or field personnel.

RESPONSIBILITIES

• Triage, troubleshoot, and resolve customer issues.
• Communicate to customers through the phone and digital medium to speed issue resolution.
• Assist Sales/Field Agents on technical issues relating to Vertiv product.
• Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines.
• Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system.
• Proactively shares information with customers to help avoid potential future issues.
• Position workarounds with customers in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome.
• Collaborate with subject matter experts to assist with the escalation process.
• Ability to convey details about all Vertiv product offerings to their peers on the customer side.

Requirements:

• Bachelor’s degree in computer science, information technology, or related technical field (or equivalent combination of education and experience.)
• 2+ years of Customer Service Experience
• 2+ years of IT/Data Center/Software Support Experience
• Strong organizational skills with the ability to handle multiple tasks concurrently.
• Strong computer skills, including working knowledge of MS Office Suite.
• Highly detail-oriented with a critical degree of accuracy regarding problem-solving and analytical skills.
• Excellent time management and problem-solving skills
• Strong verbal and written communication skills.
• Strong presentation skills.
• Preferred Qualifications:
  • Strong networking background with industry-recognized certifications (e.g., Network+, Security+).
  • Technical Certification on Microsoft, Cisco or any IT Related (CCNA, CCNP, MCSE, MCSA)
  • Technical knowledge with IT/Networking Equipment and Tools and/or SQL/Web Applications
  • Technical knowledge with External Authentication: Active Directory, TACACS+, RADIUS, Duo
  • Technical knowledge of Security: SSL Certs, Firewalls, Routers
  • Experience with environmental monitoring hardware and software solutions and underlying technologies.
  • Familiarity with KVM Switching and Serial Console technologies
  • Understanding of Virtual Computing concepts (VM’s, VM Hosts and Hypervisors)

PHYSICAL & ENVIRONMENTAL DEMANDS

• Standard office environment.

TIME TRAVEL REQUIRED

• Ability to support limited business travel