ÜIM Technical Support Engineer (Remote)

Schneider Electric has a meaningful opportunity for a DCIM Technical Support Engineer (Remote) to work for a company consistently rated by Fortune as one of the “Great Places to Work” and Forbes as “America’s Best Employers for Diversity”. In this opportunity you will be in the middle of IT/Customer Care and could have the opportunity to train other team members. There will also be time allotted for professional development. Position Summary Technical support for Data Center Expert (a Data Center Infrastructure management software for monitoring and control of power, cooling, security, and energy usage from the building through IT systems) Technical support for NetBotz [a Security and Environmental monitoring appliance designed to detect unauthorized access to rooms/racks and safeguard environments (Temperature, Humidity, Smoke, Leak, etc)] Roles & Responsibilities Support customers through phone, chat, and email Identify and investigate software, hardware, and firmware issues to guide users through steps to resolution Provide purchasable services to customers (Install/Setup, Troubleshooting, Training, etc) Collaborate with product management to provide meaningful product feedback Work with technical escalation teams and offer quality on complex issues Receive weekly professional development time to further your skills and abilities Author and maintain knowledge articles for internal and external reference We know skills and competencies show up in many different ways and can be based on your life experience. If you do not necessarily meet all the requirements that are listed, we still encourage you to apply for the position. Qualifications Must be willing and an available to respond to after-hour calls every 6-7 weeks for 1 week. This typically looks like responding to 1-2 calls during that week and responding within 1-hour to address a customer issue. These calls be received outside the typical office hours of MON-FRI, 8am-6:30pm. Information Technology Background: Bachelor’s degree in a related field or equivalent experience Understanding of IT communication protocols, such as: SNMP (v1/v3), Modbus/ModbusTCP, SMTP, HTTP/HTTPS (SSL/TLS), and FTP/SCP Understanding of Windows and Linux operating systems Skills & Abilities Passion for providing outstanding customer care to troubleshoot issues resourcefully and with empathy. Excellent verbal and written communication skills Interpersonal and customer service skills Analytical and problem-solving skills Preferences Experience with technical troubleshooting and customer support Currently residing near Boston, MA; Cedar Rapids, IA; Franklin, TN; Houston, TX; or Raleigh, NC Benefits Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave, 401(k)+ match, and more. Who will you report to? Technical Support Supervisor – DCIM, Customer Projects & Services We seek out and reward people for putting the customer first, being disruptive to the status quo, embracing different perspectives, continuously learning, and acting like owners. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company. We’re looking for people with a passion for success — on the job and beyond. Let us learn about you! Apply today. Schedule: Full-time Req: 2022-32627 Why us? Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive. €25.7bn global revenue 137 000+ employees in 100+ countries 45% of revenue from IoT 5% of revenue devoted for R&D You must submit an online application to be considered for any position with us. This position will be posted until filled It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.