Technical Support Engineer

Vertiv Group Corporation; Huntsville (AL); On-site; USD 60,000 - 85,000; Full time

Job summary

Vertiv Group Corporation is seeking a Technical Support Engineer to diagnose and resolve customer issues, support Sales and Field Agents, and maintain knowledge content.

You will troubleshoot product software and hardware incidents, communicate clearly by phone and digitally, and collaborate with experts to handle escalations, with occasional travel as needed. Leverage IT/networking knowledge including Active Directory, SSL, and virtualization concepts.

Qualifications

• 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: Networking certifications (e.g., Network+, Security+) and IT-related technical certifications
• Familiarity with IT/Networking Equipment and Tools and/or SQL/Web Applications
• Familiarity with External Authentication: Active Directory, TACACS+, RADIUS, Duo
• Security knowledge: SSL Certs, Firewalls, Routers
• Experience with environmental monitoring hardware/software and related tech
• Familiarity with KVM Switching and Serial Console tech
• Understanding of Virtual Computing concepts (VMs, VM Hosts, Hypervisors)

Responsibilities

• Triage, troubleshoot, and resolve customer issues
• Communicate with customers via phone and digital channels to speed resolution
• Assist Sales/Field Agents with technical issues related to Vertiv products
• Generate and maintain knowledge content on the Knowledge Management System
• Research technologies online, vendor sites, user forums, and the knowledge base
• Proactively share information with customers to prevent future issues
• Position workarounds clearly to help customers understand viability and business outcomes
• Collaborate with subject matter experts to support escalation processes
• Convey details about Vertiv product offerings to customer side peers

Skills

Customer service

IT support

Data center support

Analytical thinking

Time management

Verbal communication

Written communication

Education

Bachelor’s degree in computer science/IT or related field

Tools

MS Office

Knowledge Management System

KVM Switching

Serial Console access

Active Directory

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