[Hiring] Service Technical Support VII @Vertiv

Role Description

We are seeking an entry-level Remote Monitoring Engineer to join our Remote Monitoring team within Services Technical Support. This role is responsible for performing real-time remote monitoring of critical power and cooling infrastructure, alarm response, basic diagnostics, incident tracking, report generation, customer communications, and participation in continuous improvement initiatives — all under direct supervision of the HARC Supervisor/Lead and Senior HARC Team members.

The successful candidate will serve as a front-line HARC Associate, monitoring customer equipment 24/7 and ensuring timely, accurate alarm handling and incident management in accordance with established standard operating procedures (SOPs).

Key Responsibilities

• Alarm Monitoring & Response
  • Monitor real-time alarms and events on critical power infrastructure (UPS systems, batteries, cooling units, and related equipment) via the Cloud Service Portal (CSP) platform.
  • Identify, triage, and respond to incoming alarms based on severity levels (Critical, High, Medium, Low) and established alarm categorization codes.
  • Process single and multiple alarm events, identifying root causes and weighing the most critical alarm to determine the appropriate incident code.
  • Recognize alarm classifications (Serviceable vs. Non-Serviceable, Critical vs. Non-Critical) and apply the correct response actions.
• Basic Diagnostics & Troubleshooting
  • Perform basic alarm diagnostics using established procedures, reference guides, and alarm code matrices.
  • Analyze alarm patterns, correlations, and equipment status to support accurate incident assessment.
  • Verify unit status, battery metrics, communication status, and equipment profiles within monitoring platforms.
  • Escalate complex or unresolved issues to Senior HARC Team members or HARC Supervisor/Lead as required.
• Incident Tracking & Case Management
  • Track incidents from initial alarm receipt through closure, ensuring complete and accurate documentation at every stage.
  • Log alarms, actions, and service notes in CSP, including Service Action Notes referencing open cases, service requests (SRs), and scheduled maintenance.
  • Open and document cases and service requests in Redwood/OEC, applying correct ticket codes.
  • Verify existing cases/SRs, open service requests, and scheduled maintenance in EBS (Oracle) before creating new cases.
  • Log RSD tickets for communication-related issues and equipment connectivity matters.
  • Track and update case/SR information in Smartsheet (Case/SR Tracker and RSD Ticket Entry forms).
• Preventive Maintenance Reporting
  • Prepare preventive maintenance (PM) reports based on equipment alarm history and service data.
  • Verify open PM tickets and scheduled maintenance activities in EBS.
  • Document and communicate PM-related findings to appropriate teams.
• Customer Communications
  • Communicate with customers via email and phone for alarm notifications, status updates, and service coordination.
  • Apply contract-based call decision rules to determine appropriate customer contact actions.
  • Provide professional customer notification emails using established procedures.
  • Maintain timely follow-up cadence, adhering to the 2-day follow-up threshold for cases/SRs with no recent updates.
• Documentation & Compliance
  • Maintain accurate and thorough documentation of all alarm events, actions taken, and case outcomes.
  • Follow established SOPs, process documentation, and reference guides for all monitoring and incident management activities.
  • Adhere to data sensitivity and confidentiality requirements at all times.
• Continuous Improvement
  • Participate in improvement projects and initiatives as a team member.
  • Contribute to Bi-Monthly Huddle meetings for case review and team alignment.
  • Support process documentation updates and knowledge base maintenance.
  • Provide feedback on alarm handling procedures and suggest improvements to workflows.

Qualifications

• Bachelor's Degree in Electronics & Communications Engineering (ECE), Electrical Engineering (EE), or Mechanical Engineering (ME).
• 0–2 years of experience (fresh graduates are welcome to apply).
• Basic understanding of electrical systems, power distribution, critical infrastructure concepts, and data center network operations.
• Strong written and verbal communication skills.
• Ability to work in a 24/7 rotating shift environment (AM, PM, MID shifts including weekends and holidays).
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, Teams).
• Strong attention to detail and ability to follow established procedures accurately.
• Ability to multitask and manage multiple alarm events simultaneously.

Requirements

• Familiarity with UPS (Uninterruptible Power Supply) systems, battery systems, or cooling/HVAC equipment.
• Exposure to remote monitoring, NOC (Network Operations Center), or service desk environments.
• Basic knowledge of incident management or ITIL frameworks.
• Experience with ticketing systems or case management platforms.

Competencies & Attributes

• Analytical Thinking: Ability to assess alarm data, identify patterns, and determine appropriate actions.
• Attention to Detail: Accuracy in documentation, alarm categorization, and case management.
• Communication: Clear, professional interaction with customers, field engineers, and internal teams.
• Teamwork: Collaborative mindset in a shift-based, team-oriented operations environment.
• Adaptability: Willingness to learn new systems, processes, and handle dynamic alarm scenarios.
• Accountability: Ownership of assigned incidents from receipt through closure.
• Time Management: Ability to prioritize and respond to alarms within established SLA requirements and work-related or AdHoc activities.

Benefits

• High-Performance Culture: Empowerment to think big, execute with excellence, and deliver impact.
• Leadership Without Limits: Accountability, trust, and ownership in leadership roles.
• Limitless Growth Learning: Opportunities for continuous development through rotational programs or high-impact projects.
• A Place for Everyone: Commitment to inclusion and valuing unique strengths and perspectives.