Technical Support Analyst

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Employer: VERTIV
  • IT Hardware
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Cluj Napoca
  • Updated at: 18.09.2018

    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

    VERTIV, formerly known as Emerson Network Power is the world’s leading provider of critical infrastructure technologies and life cycle services for information and communications technology systems. With an expansive portfolio of intelligent, rapidly deployable hardware and software solutions for power, thermal and infrastructure management, Vertiv enables efficient, highly-available networks.


    Hardware, software and services that are intelligent, resilient and rapidly deployable for:

    • Data Centers

    • Communications Networks

    • Healthcare Facilities

    • Industrial Facilities


    In Cluj Napoca, we are present since 2006. We work as a SHARED SERVICE center, acting as a proactive business partner which brings strategic value to the organization and provides best in class services at a competitive cost by:

    • Developing a deep understanding and cohesion with its business units

    • Creating enough mass to provide consistency of service and allowing the ability to leverage people & expertise

    • Creating centers of excellence with specific skill sets

    • Focusing on continuous improvement and a performance management-oriented mindset

    • Providing a career vision for its employees