Experienced Technical Support Professional

The Experienced Technical Support Professional isresponsible for providing technical support resolutions as well as accurate,timely referral information to our customers on our Alerton support line. Thisposition is critical to the growth of business for Alerton and the individualfilling this role must go above and beyond to help differentiate Alerton fromits competition. Customer Support - Provide presale/post sale troubleshootingand routine application assistance.

• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Provides technical support to field engineers, technicians and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, and/or complex software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Problem Solving - Problems are identified and solved using existing tech web information, utilizing minimal imaginative problem-solving skills.
• Applications Knowledge - Gather information and utilize web and product spec materials to guide customers through an application that consists of multiple products within the same application.
• Change Agent - Look for ways to improve support processes. Drive initiation and follow through to implementation.

Must Have:

• Minimum of 2 years of Networks; BACnet, TCP/IP, Routers, and Switches, etc.

We Value:

• High School Diploma or GED
• Minimum of 2 years of experience in the building controls industry (HVAC, BAS)
  BACnet, ModBus, LON protocols
• Alerton Certified Engineer (ACE) (preferred)
• Minimum of 2 years of experience with Niagara Framework
• Tridium Niagara AX or N4 Certification (preferred)
• Experience in installing, commissioning, servicing, and troubleshooting building controls products
• Microsoft Certified Technology Specialist (MCTS), SQL Server (preferred)
• Understanding of virtualization technologies (Microsoft & VMWare) (preferred)
• Understanding of Direct Digital Controls (DDC) Programming (preferred)
• Excellent customer service skills
• Excellent communication skills - written and verbal
• Strong Microsoft Office skills