Engineer 1, Technical Support

at  Vertiv Group Corp

JOB SUMMARY:

This position is responsible for interacting with Avocent Customers on first contact, identify the issue that the customer is reporting, document the issue and define the severity. This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by customers and/or Avocent field personnel, work closely with the rest of the Support Team sharing knowledge and workload.

JOB QUALIFICATIONS:

• Bachelor’s Degree in IT, Computer Engineering, or Electronics & Communications Engineering or any equivalent
• 2+ years of Customer Service Experience
• 2+ years of IT/Data Center/Software Support Experience
• Technical Certification on Microsoft, Cisco or any IT Related is a plus
• Technical Knowledge on IT/Networking Equipment and Tools and/or SQL/Web Applications
• Proficient in English on both Verbal and Written
• Excellent Communication and Interpersonal Skills
• Knowledge on data center operation
• Good analytical and mathematical skills
• Excellent interpersonal and presentation skills
• Can work independently with minimal supervision
• Excellent time management and problem-solving skills
• Demonstrated industry, systems and process knowledgeCulturally attuned to customers around the globe
• 
  The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
  OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

• Answer incoming support request through phone, email or web and gather information and get it logged on OEC
• Identify the Severity of the issue reported by customer and verifies the Service Level are met by properly assigning incidents and verifying that customers are contacted within the published parameter.
• Answers technical inquiries and troubleshoot customer reported issues such as Avocent SMB, Enterprise and Software (DSView, DCP, Aperture etc)
• Receives and verifies the accuracy of information logged on the case that were assigned by Technical Support Administrator and modifies this information accordingly
• Make sure that all activities are properly logged in CRM tool support is using.
• Identify the Severity of the issue reported by customer and verifies the Service Level are met and making sure that customers are contacted within the published parameters.
• Coordinate, track and resolve and follow-up on customer-initiated request for support
• Be resourceful and self-sufficient by utilizing available internal and external resources (e.g. Google) and/or reproduces the issue locally prior on reaching out to peers, engineering, product owner or management
• Coordinates with peers for workarounds
• Consults and adheres to process and/or advise from management.
• Escalates issues to engineering and product owners whenever needed and consistently
• Generate and issue reports
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
• Assists customers in handling, servicing, follow-up, communication and closure of issues.
• Completes workload on time. Monitors if transactions are processed in a timely manner.
• Implements error-proofing method to ensure all transactions done are accurately
• Participates in conferences calls, meetings and discussions with customers.
• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers
• Coordinates with other teams/support to complete the request of customers.
• Monitors team service level and assists in workload distributionConducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.