Technical Support Analyst

Our Ideal Candidate has...

Strong knowledge in troubleshooting, Networking, Operating systems, database diagnosis and repair of Small solutions
Ability to quickly learn new technologies and apply this knowledge to all Vertiv products and Customer environments
Ability to multi-task in a fast paced environment and successfully achieve project deadlines is required
Strong customer service skills: ability to communicate through phone or email in professional manner
Maintain and communicate with positive attitude toward the customer during and after interactions
Learn new technologies and stay current with the IT industry
Bachelor’s degree preferred
MCSA Microsoft Certification RHCE- Red hat Linux Certification, Solaris Certifications, Cisco CCNA or CCNP Certifications, MDBA- advantage
1-2 years of datacenter/software support experience
1-2 years of Customer Service Experience
Excellent English language verbal and written communication
German language is nice to have

Good knowledge in all technologies: UPS’s, DC Systems, Batteries, Diesel Groups; Thermal Management Systems;
Good knowledge of real time monitoring platforms (e.g. ENEC, Life, SCADA Applications)
Good knowledge of modems (PSTN, GSM, GPRS); routers; communication protocols (TCP/IP, UPS, SNMP)

Job description

Responsibility for diagnosing and troubleshooting of product software and hardware related incidents reported by Customers, Subcontractors, Distributors and/or Vertiv field personnel related to Small products (Micro UPS, IT Channel, Avocent, DC Power, Integrated Racks & Solutions)
Provide assistance to Sales/Field Agents on technical issues relating to Vertiv products (mainly Small systems defined above)
Identifies and escalates Severity one incidents and work to resolution Severities two, three and four
This position focuses on resolving initial Customer incident submissions 90% of time worked
Troubleshoot technical issues initiated through the electronic system and phone queue while providing excellent customer service
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
Asks for the customer's business impact and documents it in their case
Engage peers to identify workarounds which help customers achieve functional goals
Recognize when a customer is likely to run into future problems and proactively shares information to help them avoid pain
Interaction with internal and external customers to resolve technical issues
Complete his / her share of the workload to meet the team objectives
Follow through on agreed actions with team members
Routinely educates and encourages customers to participate in the community
Maintain published KPIs and SLAs
Meet departmental average of resolved incidents per month within 6 months of training completion
Obtain all needed branded certifications to provide effective aftersales support
Reports to Aftersales Team Coordinator and Aftersales Support Manager. 


Company details