Monitoring Technical Support Engineer

Vertiv Corporation; Westerville (OH); Remote; USD 90,000 - 130,000; Full time

Job summary

Vertiv Corporation seeks a Technical Support Engineer (remote) to deliver expert assistance for Monitoring and Infrastructure Management Solutions. You will resolve product performance issues, lead root-cause investigations, and support field engineers and customers worldwide.

The role involves on-site readiness, documentation, and training, plus participation in design and validation of monitoring offerings. Strong communication and problem-solving are essential.

Qualifications

• Bachelor's or Associate's degree in computer or electrical engineering or equivalent training/experience.
• Minimum three years' experience interacting with customers in a support role.
• Experience with building automation, controls, networking or electronic systems is preferred.

Responsibilities

• Provide Domestic and International Technical Assistance for Vertiv Digital Services products.
• Self-deploy for on-site Technical Assistance as required with minimal supervision.
• Lead customer meetings and teleconferences and root-cause investigations for critical sites.
• Develop and document service procedures, guidelines and training materials.
• Participate in design, review, and testing of monitoring and remote control solutions.

Skills

Customer interaction

Hardware & software in data centers

Networking foundations

Windows OS & MS Office

Problem solving

Communication

Self-management

Education

Bachelor's or Associate's degree in computer or electrical engineering

Tools

Wireshark

VPNs

RDP

WebEx

SharePoint

MS Outlook

MS Excel

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

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

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