Technical Support Engineer - IT & Networking Troubleshooter

Energy Jobline ZR; Huntsville (AL); On-site; USD 55,000 - 85,000; Full time

Job summary

Vertiv seeks a Technical Support Engineer to diagnose and troubleshoot product software and hardware incidents. You will triage issues, assist Sales and Field Agents, and maintain knowledge content on the KM system while collaborating with the Support team on escalations.

The role requires a Bachelor’s in CS/IT or related field and 2+ years of customer service and IT/support experience, with strong communication and problem-solving skills.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field.
• 2+ years of customer service experience.
• 2+ years IT/Data Center/Software Support experience.
• Excellent time management and problem-solving skills.
• Strong verbal and written communication skills.

Responsibilities

• Triage, troubleshoot, and resolve customer issues.
• Communicate with customers by phone and digital channels.
• Assist Sales/Field Agents on technical issues.
• Generate and maintain knowledge content in the Knowledge Management System.
• Research technologies online and in forums and knowledge base.
• Proactively share information to prevent future issues.
• Position workarounds and explain business outcomes to customers.
• Collaborate with SMEs on escalations.
• Explain Vertiv product offerings to customers.

Skills

Customer Service

IT Support

MS Office

Communication

Time Management

Problem-Solving

Education

Bachelor's degree in CS/IT

IT Certifications (CCNA/CCNP/MCSE/MCSA)

Tools

Knowledge Management System

SQL/Web Applications

Active Directory

Networking Equipment

Job description

Vertiv seeks a Technical Support Engineer to diagnose and troubleshoot product software and hardware incidents. You will triage issues, assist Sales and Field Agents, and maintain knowledge content on the KM system while collaborating with the Support team on escalations.

The role requires a Bachelor’s in CS/IT or related field and 2+ years of customer service and IT/support experience, with strong communication and problem-solving skills.