<p><strong>VERTIV</strong>, formerly known as Emerson Network Power&nbsp;is the world&rsquo;s leading provider of critical infrastructure technologies and life cycle services for information and communications technology systems. With an expansive portfolio of intelligent, rapidly deployable hardware and software solutions for&nbsp;power, thermal and infrastructure management, Vertiv enables efficient, highly-available networks.<br />
<br />
<em><strong>What we deliver</strong></em><br />
Hardware, software and services that are intelligent, resilient and rapidly deployable for:&nbsp;</p>

<ul>
	<li>Data Centers</li>
	<li>Communications Networks</li>
	<li>Healthcare Facilities</li>
	<li>Industrial Facilities</li>
</ul>

<p><em><strong>Out footprint in Cluj-Napoca</strong></em><br />
In Cluj Napoca, we are present since 2006. We work as a SHARED SERVICE center, acting as a proactive business partner which brings strategic value to the organization and provides best in class services at a competitive cost by: &nbsp;</p>

<ul>
	<li>Developing a deep understanding and cohesion with its business units</li>
	<li>Creating enough mass to provide consistency of service and allowing the ability to leverage people &amp; expertise</li>
	<li>Creating centers of excellence with specific skill sets</li>
	<li>Focusing on continuous improvement and a performance management-oriented mindset&nbsp;</li>
	<li>Providing a career vision for its employees</li>
</ul>

<p>For more information, please access the link below:<br />
https://www.vertivco.com/en-us/about/</p>

<p><em><strong>Job Summary</strong></em></p>

<ul>
	<li>This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by Customers and/or Avocent field personnel</li>
	<li>The employee will identify and escalates Severity one incidents and work to resolution Severities two, three and four</li>
	<li>The candidate should have strong knowledge in trouble shooting, Networking, Operating systems and database diagnosis and repair.</li>
	<li>The employee will need the ability to quickly learn new technologies and apply this knowledge to Avocent products and Customer environments.</li>
	<li>The ability to multi-task in a fast paced environment and successfully achieve project deadlines is required.</li>
	<li>This position focuses on resolving initial Customer incident submissions 90% of time worked</li>
</ul>

<p><em><strong>Responsibilities:</strong></em></p>

<ul>
	<li>Troubleshoot and resolving Customer issues initiated through the phone queue system while providing excellent customer service</li>
	<li>Troubleshoot Customer issues initiated through the electronic submission system while providing excellent customer service</li>
	<li>Provide assistance to Sales/Field Agents on technical issues relating to Avocent product</li>
	<li>Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines</li>
	<li>Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system</li>
	<li>Ask&nbsp;for the customer&#39;s business impact and documents it in their case</li>
	<li>Engage peers to identify workarounds which help customers achieve functional goals</li>
	<li>Recognize when a customer is likely to run into future problems and proactively shares information to help them avoid pain.</li>
	<li>Maintain and communicates a positive attitude toward the customer during and after interactions</li>
	<li>Complete his / her share of the workload to meet the team objectives</li>
	<li>Follow through on agreed actions with team members</li>
	<li>Provide technical troubleshooting and resolution steps that a technical contact can understand and follow.</li>
	<li>Effectively narrows down issues to find the root cause</li>
	<li>Routinely educates and encourages customers to participate in the community</li>
	<li>Maintain published KPIs and SLAs</li>
	<li>Follow Avocent attendance policies</li>
	<li>Meet departmental average of resolved incidents per month within 6 months of training completion</li>
	<li>Obtain all Avocent branded certifications</li>
</ul>

<p><em><strong>Requirements:</strong></em></p>

<ul>
	<li>Bachelor&rsquo;s degree preferred</li>
	<li>2 years of data center, software or technical support experience</li>
	<li>Ability to deliver a high level of quality customer services, to learn new technologies and stay up to date with the IT industry</li>
	<li>Strong customer service skills</li>
	<li>Able to work under pressure in a fast paced environment&nbsp;</li>
	<li>Excellent verbal and written communication.</li>
	<li>Advanced trouble shooting skill</li>
	<li>Fluent speaking, reading and writing skills in English</li>
	<li>Certifications like MCSA Microsoft Certification RHCE- Red hat Linux Certification, Solaris, Cisco CCNA or CCNP are highly desirable</li>
	<li>SQL Server</li>
	<li>Web development tools (HTML)</li>
	<li>Web Server applications (MS IIS)</li>
	<li>Microsoft, Linux and Sun Operating Systems</li>
	<li>CISCO routers and routing protocols</li>
	<li>Data Center operations</li>
	<li>Scripting</li>
</ul>
