Service Technical Support Xii

**Brief Job Description**:
Tier 2 Coordinator for our internal Monitoring products This position provides technical expertise and problem resolution on internally developed monitoring platforms. The position acts as the main contact between stakeholders and software engineering teams and provides support directly to stakeholders and external customers as required. The role provides technical expertise and resolution in addressing product performance issues, uptime of monitoring products, restore times, bugs and enhancements documentation, knowledge sharing, and other service-related projects and provide sustaining product support, working closely with software engineering and other departments. The position also plays a key role in the enhancement of solutions for Remote Monitoring offerings. Perform operations, organization, and policy tasks within the local business unit, pertinent to the department.

**RESPONSIBILITIES**:
**- Technical Support**
1. Provide Technical Assistance
2. Self-deploy for on-site Technical Assistance as required with mínimal supervision
3. Always model and enforce Vertiv safety and security guidelines
4. Lead customer meetings as directed
5. Lead root cause investigations
6. Proactively identify possible future issues and coordinate with the appropriate departments to reduce and/or remove impact
**- Sustaining**
1. Lead development of software-related documentation
2. Provide support and documentation to SWE’s, internal and external customers.
3. Document and submit enhancements as collected from internal/external customers
**- Projects**
1. Participate in review, Alpha/Beta testing, UAT and validation of solutions for Remote Monitoring solutions
2. Participate in customer trials
3. Participate in development of departmental procedures/guidelines
4. Participate in development and validation of procedures for monitoring offerings
5. Participate in DRB and Stakeholder meetings
6. Create and deliver training content as assigned
- Administration

1. Document cases for tracking and reporting purposes
2. Manage intercompany relationships and processes for product support and development.
3. Work with the Remote Monitoring Support leadership to define and develop methods and procedures. Institute best practices and ensure the procedures are enforced.
4. Work closely with the Remote Monitoring and Life Services Manager to ensure understanding and communication of the scope, schedule, and resource allocation.
5. Monitor team schedules and ensure coordination of activities on the critical path. Must have ability to communicate effectively, including conducting effective meetings and presentations.
6. Comply with all necessary policies/guidelines regarding the general business activity.
7. Maintain the communication conduit with upper management to ensure coordination with peers on all activities.
**- Continuous Improvement**
2. Multi-task in a fast-paced environment and successfully achieve deadlines as required
3. Attend new product and self-development training classes.
4. Stay familiar with new products/environments that may affect product operation to include new revisions, updates, upgrades, etc.

**Qualifications**:
**Experience in the following areas**:
1. Interacting with customers in a technical role
2. 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:
1. Network devices
2. LANs, WANS
3. 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
- Cons