Technical Support Engineer
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Job Description
Technical Support Engineer at Carrier providing BAS technical support and solutions aligning technical practices with customer needs. Involves traveling and collaboration with local branches and Customers.
Responsibilities:
- Provide technical expertise to troubleshoot complex problems and enable local branches to deliver excellence to their customers
- Work with headquarters personnel to generate and document best practices related to networking and the deployment of technical solutions
- Develop and aid in the development of sustainable solutions to address customer needs
- Interact proactively with internal and external customers to understand their needs and recommend and plan for enhancements to their systems and processes
- Travel up to 50% is required.
- Provide technical support for the ALFO Branch Offices on an as needed basis
- Participate in large project reviews and pre-bid reviews on an as needed basis for review of required capabilities, time estimates, design requirements, etc.
- Identify all technical risks and assist local site team members in risk mitigation planning
- Assist in project commissioning planning for complex projects to support local project teams as required
- Provide integration and Master System Integrator (MSI) specific support for the ALC Branch Offices, inclusive of any new offerings for integration with our sister companies’ offerings
- Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers
- Participate in the creation and updating of the training content for Field Engineers
- Assist facilitating Field Engineer boot camps for in the field training of new Field Engineers
- Create and maintain standard work instructions in accordance with the Operations Manual guidance
- Provide local training and guidance that is aligned with ALFO standard work and best practices
- Assist in the interview process for the hiring of Field Engineer Supervisors and Field Engineers as requested
- Assist local management in mentoring Field Engineer Supervisors and Field Engineers
Requirements:
- Bachelors Degree with 5+ years experience in BAS technical support OR a High School Diploma/GED with 10+ years experience in BAS technical support
- Ability to organize and plan own work schedule
- Ability to work without close supervision
- Maintains professionalism in communication and appearance
- Ability to multitask – able to work on multiple tasks/ projects at one time
- Excellent time management skills
- Proficiency with Microsoft Office Suite: Word, Excel, Outlook, Access, MS Projects, etc.
- Strong problem solving, planning, and field supervision skills
- Expert level knowledge of building automation and construction projects
- Exceptional written and verbal communication skills
- Knowledge of safety laws
- Willingness to pursue additional job-related education and/or certifications
- Technical in-depth understanding of BAS network protocols (including BACnet/IP, BACnet/MSTP, BACnet/Arcnet, Modbus TCP, Modbus RTU, Lonworks, and N2)
- In-depth understanding of BAS integration techniques and BACnet network fundamentals (including BBMDs and foreign device registration).
- Network troubleshooting techniques and the use of network monitoring tools: DLcapture Wireshark Oscilloscope Modscan or Equivalent
- Ability to design IP networks incorporating IP routing, VLANs, firewalls, and BBMDs in accordance with cybersecurity best practices
- Exceptional ability to communicate network and server needs to client IT departments
- Working knowledge of the OSI Model
- Awareness of cybersecurity best practices and ability to advise and generate guidance.
- Knowledge of BAS servers
- Hierarchal WebCTRL servers
- Database servers for connection of WebCTRL (including MS SQL, PostgreSQL, MySQL, and Oracle)
- Pros and cons of virtual versus physical servers and the support requirements of both
- Strong working knowledge of remote connection methods and best practices.
Benefits:
- Health Care Benefits : Medical, Dental, Vision
- Wellness incentives
- Retirement Benefits
- Time off and Leave : Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
- Disability : Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
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