Language skills : English at advanced / native level;
Key technical skills :
Networking and Mircosoft server experience;
Experience working with databases like MS SQL, Oracle;
Web development tools (HTML);
Previous help desk or Call Center experience (advantage);
Web Server applications (MS IIS);
Microsoft, Linux Operating Systems;
CISCO routers and routing protocols;
Data Center operations;
Basic knowledge of SW and HW monitoring products : communication cards, communication protocols(SNMP, Modbus, Bacnet);
You will be responsible for diagnosing and troubleshooting product software and hardware incidents reported by Customers and / or Vertiv field personnel :
Software products : Trellis Enterprise, Trellis Critical Insight, Nform, SiteScan, Environet Alert;
Hardware products : Avocent Hardware products( Dsview, MPU, Autoview, UMG, ACS).
Identify and escalates Severity one incidents and work to resolution Severities two, three and four;
Communicate to Customer's through the phone and digital medium to speed issue resolution;
Reduce incident back log and average incident age within the department;
Reports to Tech Support Supervisor or Manager.
The Technical Support Analyst II will interact with End Users, Channel Partners and other third party vendors to resolve technical issues, will work closely with the rest of the Support team sharing knowledge and work load will interface with all levels of internal Avocent personnel in a professional manner.