Senior Technical Support Specialist

3 weeks ago


Pune, Maharashtra, India Vertiv Full time

Job Summary:

Vertiv is seeking a highly skilled Senior Technical Support Specialist to join our team. As a key member of our support team, you will provide technical assistance and support to our customers for Cloud Monitoring applications.

Key Responsibilities:

  • Provide technical assistance and support to customers for Cloud Monitoring applications.
  • Lead customer meetings and root cause investigations.
  • Proactively identify potential issues and coordinate with departments to reduce impact.
  • Lead development of software-related documentation and provide support to SWEs and customers.
  • Participate in review, testing, and validation of Remote Monitoring solutions.
  • Document cases for tracking and reporting purposes, manage intercompany relationships, and work with leadership to define and develop methods and procedures.

Qualifications:

  • Minimum two years' experience in technical support, preferably in Cloud Monitoring or similar environments.
  • Excellent technical knowledge of Vertiv Monitoring products and services or similar monitoring systems.
  • Effective troubleshooting skills and resolution documentation.
  • Knowledge of Operating Systems, Software Architecture, Software dependencies, API's, and proficiency in Office 365.
  • Firm understanding of Data Communications Processes, including network devices, LANs, WANS, VPNs, RDP, and key protocols like Modbus, RS232, RS422, RS485, ARCnet, and BACnet.
  • Understanding of SQL languages and basic understanding of built-in browser troubleshooting tools.
  • Excellent grasp of English, both written and spoken, and excellent writing and verbal communication skills.

Working Conditions:

  • 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, including weekends, evenings, and holidays.


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