Monitoring Technical Support Engineer
- Westerville, OH
- Permanent
- Full-time
- Technical Support
- Provide Domestic and International Technical Assistance
- 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 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.
- Bachelor's or associates 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 computer, 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 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 required
- 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
- LANs, WANS
- VPNs, RDP, WebEx and other remote access tools
- Basic understanding of key protocols: Modbus, RS232, RS422, RS485, ARCnet, and BACnet, SNMP and other network protocols.
- 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
- Ability to manage multiple projects/issues simultaneously
- 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
- Reactive, fast paced environment
- Professional office environment
- 25% domestic and minimal international
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
- 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