Monitoring Technical Support Engineer

Vertiv Group Corporation

Westerville (OH)

Remote

USD 80,000 - 110,000

Full time

14 days+

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Job summary

Vertiv is seeking a Technical Support Engineer (remote) to provide expert technical assistance and problem resolution for our Monitoring products. You will serve as the main contact for Infrastructure Management and field engineers, addressing product performance issues and supporting on-site activities as needed.

You will participate in design reviews, develop service documentation, webinars, and training, while collaborating with manufacturing and other departments.

Qualifications

Responsibilities

Provide domestic and international technical assistance for Vertiv Digital Services products.
Lead root-cause investigations for critical sites.
Create and deliver webinar content and training on technical subjects.
Document phone calls for tracking and reporting purposes, and support interdepartmental processes.

Skills

Customer interaction

Networking

Monitoring systems

Windows OS

MS Office

Education

Bachelor's/Associate degree in engineering

Tools

Wireshark

Remote access tools

Database basics

Job description

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