Senior Technical Support Specialist
3 weeks ago
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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