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Cloud Monitoring Support Specialist
1 month ago
We are seeking a highly skilled Cloud Monitoring Support Specialist to join our team at Vertiv. As a key member of our support team, you will be responsible for providing technical assistance and support to our customers in the cloud monitoring space.
Responsibilities- Provide technical support and assistance to customers in the cloud monitoring space
- Work directly with hardware and/or software systems in data center or other high-availability environments
- Participate in review, Alpha/Beta testing, UAT and validation of solutions for Remote Monitoring solutions
- Participate in customer trials and development of departmental procedures/guidelines
- Document cases for tracking and reporting purposes
- Manage intercompany relationships and processes for product support and development
- Work closely with the Remote Monitoring and Life Services Manager to ensure understanding and communication of the scope, schedule, and resource allocation
- Monitor team schedules and ensure coordination of activities on the critical path
- Comply with all necessary policies/guidelines regarding the general business activity
- Maintain the communication conduit with upper management to ensure coordination with peers on all activities
- Minimum two years equivalent industry experience in one or more of the following: BAS/BMS systems, Electronic Monitoring systems, Protocols and integration, Computer based networks, Basic Database Knowledge, Basic Software Knowledge, Technical support
- Minimum two years' experience interacting with customers in a support role required, technical support experience preferred
- Experience working with interdepartmental teams to resolve end-user problems
- Minimum two years' experience in Monitoring or BMS/BAS systems required
- Excellent technical knowledge of Vertiv Monitoring products and services or similar monitoring systems is good to have
- Effective troubleshooting skills and resolution documentation
- Knowledge of Operating Systems, Software Architecture, Software dependencies, API's
- Proficient in Office 365
- Firm understanding of Data Communications Processes, including: Network devices, LANs, WANS, VPNs, RDP
- Understanding of key protocols: Modbus, RS232, RS422, RS485, ARCnet, and BACnet, SNMP and other network protocols
- Understanding of SQL languages
- Basic understanding of built-in browser troubleshooting tools
- Excellent grasp of English both written and spoken
- 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
- On-call availability through a national paging/cellular system using a scheduled rotation
- Maximum of 10% domestic and international travel as required
- Flexible schedule (Weekends, evenings, holidays)
- Available for travel in event of emergencies
