Service Technical Support VII

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don’t just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what’s possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it’s about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you’ll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employees' unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Position Summary

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 u