Tier 2 Coordinator

**Tier 2 Coordinator**

**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