Technical Support Engineer

Vertiv Corporation; Huntsville (AL); On-site; USD 60,000 - 75,000; Full time

Job summary

Vertiv is seeking a Technical Support Engineer in Huntsville, AL to diagnose and troubleshoot product software and hardware incidents, triage customer issues, and support Sales and Field Agents. The role requires a BS in CS/IT and 2+ years in customer service and IT/data center support.

Strong communication, time management, and problem-solving skills are essential, as is the ability to generate knowledge content and assist with escalations. Some travel may be required.

Qualifications

• Bachelor's degree in computer science, information technology, or related technical field.
• 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

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.

Skills

Customer service

IT troubleshooting

Problem solving

Time management

Strong communication

MS Office

Education

Bachelor's degree in computer science / information technology or related field

Tools

Knowledge Management System

KVM Switching

Serial Console

IT/networking equipment knowledge

Job description

Job Description

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

About Us

The successful candidate will embrace Vertiv's Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES

• Safety
• Integrity
• Respect
• Teamwork
• Inclusion

OUR STRATEGIC PRIORITIES

• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength

VERTIV 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
• Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers' vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today's data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [e-mail]