Technical Support Engineer - IT & Networking Troubleshooter

Vertiv; Huntsville (AL); On-site; USD 65,000 - 90,000; Full time

Job summary

Vertiv in Huntsville, AL is seeking a Technical Support Engineer to diagnose and resolve customer issues related to Vertiv product software and hardware. You will work with Sales and Field Agents, maintain knowledge content, and handle customer escalations.

The role emphasizes troubleshooting, knowledge sharing, and collaboration with subject matter experts to provide effective workarounds and clear explanations of product offerings.

Qualifications

• Bachelor's degree in computer science, information technology, or related technical field (or equivalent).
• 2+ years of Customer Service Experience.
• 2+ years of IT/Data Center/Software Support Experience.
• Strong organizational, time management, and problem-solving skills.
• Excellent verbal and written communication and presentation skills.

Responsibilities

• Triage, troubleshoot, and resolve customer issues.
• Communicate with customers via phone and digital channels to speed resolution.
• Assist Sales/Field Agents on technical issues related to Vertiv products.
• Generate and maintain knowledge content in the Knowledge Management System.
• Research technologies online and in knowledge bases.
• Share information proactively to prevent future issues.
• Position workarounds clearly to help clients understand and achieve outcomes.
• Collaborate with subject matter experts to support escalations.

Skills

Customer service

MS Office

Communication skills

Time management

Attention to detail

Presentation skills

Problem solving

Education

Bachelor's degree in CS/IT or related field

Tools

Active Directory

KVM Switching

Serial Console

SQL/Web Applications

Job description

Vertiv in Huntsville, AL is seeking a Technical Support Engineer to diagnose and resolve customer issues related to Vertiv product software and hardware. You will work with Sales and Field Agents, maintain knowledge content, and handle customer escalations.

The role emphasizes troubleshooting, knowledge sharing, and collaboration with subject matter experts to provide effective workarounds and clear explanations of product offerings.