Service Technical Support VIII North America and EMEA Only
Remote · Cluj-Napoca, Cluj County, Romania
Job Summary
Provide remote diagnostics and support for Vertiv hardware and software products across EMEA and North America. Diagnose and troubleshoot software issues for monitored Vertiv solutions (Cloud Service Portal, Vertiv Critical Insight, Environet Connect), offer remote software assistance to customers and subcontractors, and generate periodic technical reports. Assist sales and field agents with technical issues related to hardware solutions; troubleshoot networking, operating systems, databases, and monitoring systems; manage alarms and case documentation to meet defined SLAs. Configure and oversee DC, thermal, energy systems, modems, routers, and PDUs; integrate and coordinate energy/thermal systems within advanced monitoring platforms. Serve as a liaison between customers, channels, distributors, and internal departments, collaborate with senior engineers on tests, and support commissioning, maintenance, and emergency response tasks with guidance from senior staff. The role involves shift work (including weekends and holidays) with a portion of time spent in a home/remote work setting and periodic on-call duties.
Required Qualifications
- Polytechnical studies specializing in Electrical Engineering, Electronics, Telecommunications, Mechanical or Building Services, or relevant experience in the field
- Good grasp of English both written and spoken
- Good writing and verbal communication skills
- Good organizational and time management skills
- Analytical and problem-solving abilities
- Conscientious, accurate, detail oriented, and self-motivated
- Experience in customer interaction in a technical capacity
- Direct involvement with hardware and/or software systems in data centers or other high-availability environments
- Familiarity with protocols, computer-based networks, database structures, and high-level software architectures
- General understanding of Uninterruptible Power Systems (UPS), DC and Cooling Systems, and telecom fundamentals
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