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