Service Technical Support IX

Job Position

Position Summary

As part of our team, you will work across the EMEA region, using your analytical skills and knowledge of software and hardware technology. Your role involves defining, testing, implementing, and modifying systems that integrate software and hardware, focusing on electrical, thermal management, and telecom components.

You'll be responsible for diagnosing and identifying hardware and software issues reported by our customers or sales division, and proposing solutions based on our internal procedures. This role emphasizes remote service delivery, where customer satisfaction, ownership, and achieving results are key priorities.

Responsibilities

• Diagnose and troubleshoot software issues for Vertiv products (Cloud Service Portal, Vertiv Critical Insight, Environet Connect) reported by customers or field personnel.
• Provide tier 2 remote software support for monitoring platforms and technical assistance to customers or subcontractors, documenting and overseeing the entire process from start to finish.
• Prepare periodic technical reports for customers, including network audits.
• Assist sales and field agents with technical issues related to Vertiv's hardware product solutions.
• Use your strong skills in troubleshooting, diagnosis and repair of networking, monitoring, operating systems, or database systems.
• Manage alarms and field force operations, ensure accurate case management, and provide excellent customer service in line with defined SLAs.
• Configure DC systems, thermal and energy systems, modems, routers, and PDUs.
• Integrate and oversee energy and thermal systems within advanced monitoring platforms.
• Act as a liaison between customers, channels, distributors, and internal departments to ensure high service levels.
• Collaborate with senior engineers to conduct tests in our laboratory, simulating and resolving customer incidents while preparing necessary documentation.
• Rapidly acquire new technologies and effectively apply this knowledge to our products and customer environments.
• Perform customer engineering tasks such as commissioning, maintenance, and responding to emergency calls with support from senior engineers.
• Contribute to and collaborate on various internal projects focused on:
  • Enhancing operational capacity
  • Vertiv remote monitoring software products
  • Digital solutions
  • Service offerings and other
• Support and help the development of junior engineers.

Qualifications

• School Background: Polytechnical studies specializing in Electrical Engineering, Electronics, Telecommunications, Mechanical or Building Services, or relevant experience in the field.
• Strong grasp of English both written and spoken
• Strong writing and verbal communication skills
• Strong 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 tasks/projects/issues simultaneously.
• Conscientious, accurate, detail oriented, and self-motivated
• 1.5+ years of experience with Uninterruptible Power Systems (UPS), DC, Cooling Systems and Monitoring Products.
• Experience in any of the following areas is advantageous:
  • Tier 2 customer interaction in a technical capacity
  • Direct involvement with hardware and/or software systems in data centers or other high-availability environments
  • BAS/BMS or Electronic Monitoring systems
  • Good knowledge of protocols, computer-based networks, database structures, and high-level software architectures
  • Good understanding of Uninterruptible Power Systems (UPS), DC and Cooling Systems, and telecom mid/advanced concepts.

Physical & Environmental Demands

• You will be part of a department operating 24/7 to monitor and support critical infrastructure challenges for customers in Data Centers, Financial, Telecom, Governmental and Industrial sectors.
• You will work on three shifts across weekends and legal holidays within a flexible schedule.
  • 75% of work concentrated during regular business hours.
  • Four-day workweeks when incorporating weekend shifts.
  • Periodic On-Call.

Time Travel Required

Maximum of 20% domestic and international travel as required.