Tier Lvl 2 Support Cloud Monitoring Apps

Tier Lvl 2 support Cloud Monitoring apps - AM

**RESPONSIBILITIES**

Technical Support

Provide Technical Assistance

Self-deploy for on-site Technical Assistance as required with mínimal supervision

Model and enforce Vertiv safety and security guidelines at all times

Lead customer meetings as directed

Lead root cause investigations

Proactively identify possible future issues and coordinate with the appropriate departments to reduce and/or remove impact

Sustaining

Lead development of software-related documentation

Provide support and documentation to SWE’s, internal and external customers.

Document and submit enhancements as collected from internal/external customers

Projects

Participate in review, Alpha/Beta testing, UAT and validation of solutions for Remote Monitoring solutions

Participate in customer trials

Participate in development of departmental procedures/guidelines

Participate in development and validation of procedures for monitoring offerings

Participate in DRB and Stakeholder meetings

Create and deliver training content as assigned

Administration

Document cases for tracking and reporting purposes

Manage intercompany relationships and processes for product support and development.

Work with the Remote Monitoring Support leadership to define and develop methods and procedures. Institute best practices and ensure the procedures are enforced.

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. Must have ability to communicate effectively, including conducting effective meetings and presentations.

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.

Continuous Improvement

Multi-task in a fast paced environment and successfully achieve deadlines as required

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.

Other duties or projects as assigned.

**QUALIFICATIONS**

**Minimum Qualifications**:(education, experience level, knowledge, skills, certifications).

NOTE: Polytechnic/Computer Science/Telecommunications or similar education or experience in relevant field - preferred

Experience in the following areas:
Interacting with customers in a technical role

Working directly with hardware and/or software systems in data center or other high-availability environments

**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

**POSITIONS ELIGIBILITY REQUIREMENTS **(travel, location, etc.)

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