Vertiv is hiring a Technical Support Engineer in Westerville, Ohio to assist internal and external customers. Execute and understand IT based technology as it pertains to the deployment, security, and connectivity of our current and future offerings. Responsibilities include bringing new customers on-line, keeping customers connected, and support our transition as we end of life legacy systems and bring new systems online. This position also maintains and manages the deployment of networking hardware and software systems.

RESPONSIBILITIES

• Understand and support the cross-functional management of the infrastructure supporting network-based connections of gateways and communication cards installed at customer sites.
• Perform pre-configuration and testing on the VPN gateways and communication hardware deployed for delivering the connected services offerings.
• Support systems transition.
• Coordinate and schedule regular meetings to review status of equipment, start-ups, and devices not communicating.
• Provide application support with start-ups, repairs, and occasional pre-sale. Minimal travel for on-site participation maybe required.
• Act as a point of contact and subject matter expert for questions on network connectivity and security for all supported systems.
• Manage and organize documentation and configuration instructions.
• Help define and participate in the process for improvements and enhancements to the delivery of the offerings.
• Conduct routine preventative measures on back-end systems that support network connectivity to end-point devices.
• Monitor connectivity and ensure system availability and reliability.

QUALIFICATIONS

Minimum Job Qualifications:

• Minimum four years equivalent industry experience in one or more of the following:
• BAS/BMS systems
• Electronic Monitoring systems
• Protocols and integration
• Computer based networks
• Database Administration
• Software support
• Minimum three years experience interacting with customers in a support role required, technical support experience preferred
• Experience working directly with Sales teams to resolve customer problems
• Minimum three years experience in Monitoring or BMS/BAS systems required
• Customer service experience on network-based products and services that use SNMP, BACnet, Modbus, HTTP, HTTPS, VPN, AMQP, or other IoT protocols.
• Excellent problem-solving abilities and capable of resolving network and connectivity issues.
• Ability to manage and maintain systems in a virtual environment.
• Network hardware and operating systems implementation experience.
• Collaborative skills, detail-oriented, and ability to manage multiple priorities.
• Technical knowledge of Vertiv Monitoring products and services or similar monitoring systems
• Effective troubleshooting skills and resolution documentation
• Strong knowledge of PCs and Operating Systems: Windows 2000, XP, 7, and current systems
• Proficient in all Microsoft Office products, especially MS Outlook, Excel and Sharepoint
• Firm understanding of Data Communications Processes, including:
  • Network devices
  • LANs, WANS
  • VPNs, RDP, and other remote access tools
• Firm understanding of key protocols: Modbus, RS232, RS422, RS485, ARCnet, and BACnet, SNMP and other network protocols.
• 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
  • BS CIT/EE/BSEET/CS – preferred

EDUCATION AND CERTIFICATIONS

• AS CIS/ECT or similar electrical/electronic/IT technical degree, or equivalent training and 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 four years military experience in computer, networking, or electronic fields

ENVIRONMENTAL DEMANDS

• Reactive, fast paced environment
• Matrix Organization
• Available to work flexible hours
• Ability to take after hours calls

TRAVEL TIME REQUIRED

• None

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5.0 billion in revenue, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertivco.com

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, O, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.