POSITION SUMMARY
The Technical Support Engineer works to resolve customer issues, assist Sales and Field Agents, maintain knowledge content, conduct research, proactively share information, position workarounds, and collaborate with the Technical Support team to handle customer escalations. This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by customers and/or field personnel.
RESPONSIBILITIES
- Triage, troubleshoot, and resolve customer issues.
- Communicate to customers through the phone and digital medium to speed issue resolution.
- Assist Sales/Field Agents on technical issues relating to Vertiv product.
- Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines.
- Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system.
- Proactively shares information with customers to help avoid potential future issues.
- Position workarounds with customers in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome.
- Collaborate with subject matter experts to assist with the escalation process.
- Ability to convey details about all Vertiv product offerings to their peers on the customer side.
Requirements:
- Bachelor’s degree in computer science, information technology, or related technical field (or equivalent combination of education and experience.)
- 2+ years of Customer Service Experience
- 2+ years of IT/Data Center/Software Support Experience
- Strong organizational skills with the ability to handle multiple tasks concurrently.
- Strong computer skills, including working knowledge of MS Office Suite.
- Highly detail-oriented with a critical degree of accuracy regarding problem-solving and analytical skills.
- Excellent time management and problem-solving skills
- Strong verbal and written communication skills.
- Strong presentation skills.
- Preferred Qualifications:
- Strong networking background with industry-recognized certifications (e.g., Network+, Security+).
- Technical Certification on Microsoft, Cisco or any IT Related (CCNA, CCNP, MCSE, MCSA)
- Technical knowledge with IT/Networking Equipment and Tools and/or SQL/Web Applications
- Technical knowledge with External Authentication: Active Directory, TACACS+, RADIUS, Duo
- Technical knowledge of Security: SSL Certs, Firewalls, Routers
- Experience with environmental monitoring hardware and software solutions and underlying technologies.
- Familiarity with KVM Switching and Serial Console technologies
- Understanding of Virtual Computing concepts (VM’s, VM Hosts and Hypervisors)
PHYSICAL & ENVIRONMENTAL DEMANDS
- Standard office environment.
TIME TRAVEL REQUIRED
- Ability to support limited business travel
#LI-RB1
About UsThe successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.
OUR STRATEGIC PRIORITIES
• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength
VERTIV 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
• Promote transparent & open communication
About Vertiv
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
Work Authorization
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, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
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 [email protected]
Skills Required
- Bachelor’s degree in computer science, information technology, or a related technical field, or equivalent education and experience
- At least 2 years of customer service experience
- At least 2 years of IT, data center, or software support experience
- Strong organizational skills and ability to manage multiple tasks concurrently
- Working knowledge of Microsoft Office Suite
- Strong problem-solving, analytical, time-management, verbal, written, and presentation skills
- Strong networking background with industry-recognized certifications such as Network+ or Security+
- Technical certification in Microsoft, Cisco, or another IT discipline, such as CCNA, CCNP, MCSE, or MCSA
- Technical knowledge of IT and networking equipment, tools, SQL, or web applications
- Technical knowledge of Active Directory, TACACS+, RADIUS, and Duo
- Technical knowledge of SSL certificates, firewalls, and routers
- Experience with environmental monitoring hardware and software solutions
- Familiarity with KVM switching and serial console technologies
- Understanding of virtual computing, virtual machines, VM hosts, and hypervisors
- Ability to support limited business travel
Vertiv Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vertiv and has not been reviewed or approved by Vertiv.
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Healthcare Strength — Health coverage is described as comprehensive, with standard medical, dental, and vision plans plus wellness and mental-health resources. Core offerings also include disability and life insurance and an Employee Assistance Program.
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Leave & Time Off Breadth — Time off includes paid holidays and PTO typical of large employers, and many U.S. salaried roles feature flexible or "unlimited" PTO approaches. These programs are part of a structured, global total rewards framework.
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Fair & Transparent Compensation — Pay is considered fair at start for many office-based, engineering, and field service roles, and total compensation packages are viewed as stable. In some hourly manufacturing settings, overtime opportunities help boost overall earnings.
Vertiv Insights
What We Do
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to ensure its customers’ vital applications run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs approximately 20,000 people and does business in more than 130 countries. For more information, and for the latest news and content from Vertiv, visit Vertiv.com.
