Service Technical Support X North America and EMEA Only
Job Description
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
- Tier 2 diagnoses and troubleshoot of 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.
- Guide junior/mid engineers and ensure accurate case management, 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 system...
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