Technical Support Engineer

Principal Responsibilities:

Provide technicalexpertiseto 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.

Essential Functions:

• Provide technical support for theALFOBranch Offices on an as needed basis.  

• Participate in large project reviews and pre-bid reviews on an as needed basis for review ofrequiredcapabilities,timeestimates,design requirements,etc.

• Identifyall technical risks andassistlocal site team members in risk mitigation planning.

• Assistin projectcommissioningplanningfor complex projects to support local project teams as required.

• Provide integrationandMaster System Integrator (MSI)specificsupport for the ALC Branch Offices, inclusive of any new offerings for integration with our sister companies’ offerings.  

• Develop orassistinthedevelopmentofsustainableofferingsthatcomplementWebCTRLbuilding automation systemsandprovide value tocustomers.

• Participate in the creationand updatingof the trainingcontent forField Engineers.

• AssistfacilitatingField Engineerboot camps for in the field training of newField Engineers

• Create andmaintainstandard work instructionsin accordance withthe Operations Manual guidance.

• Provide local trainingand guidancethatis aligned withALFOstandard workand bestpractices.

• Assistin the interview process for the hiring ofField Engineer SupervisorsandField Engineersas requested.  

• Assistlocal management in mentoringField Engineer SupervisorsandField Engineers.

Knowledge, Skills & Abilities:

• Abilityto organize and planownwork schedule.

• Abilityto work without close supervision.

• Maintainsprofessionalismincommunication and appearance.

• Abilityto multitask–able to work on multiple tasks/ projects at one time

• Excellent time management skills

• ProficiencywithMicrosoft Office Suite: Word, Excel, Outlook, Access, MS Projects,etc.

• Strong problem solving, planning,andfield supervisionskills.

• Expertlevel knowledge of building automation and construction projects.

• Exceptional written and verbal communication skills.

• Knowledge of safety laws.

• Willingness to pursueadditionaljob-relatededucation and/orcertifications.

• Technical in-depth understanding of BAS network protocols (including BACnet/IP, BACnet/MSTP, BACnet/Arcnet, ModbusTCP, Modbus RTU,Lonworks, and N2)

• In depthunderstanding of BASintegration techniquesandBACnetnetworkfundamentals (including BBMDs and foreign device registration).

• Network troubleshooting techniques and the use of network monitoring tools:

DLcapture

Wireshark

Oscilloscope 

Modscanor Equivalent

• Ability to design IP networks incorporating IP routing, VLANs, firewalls, and BBMDsin accordance withcybersecurity best practices.

• Exceptionalability to communicatenetworkandserver needs toclientIT departments.

• Working knowledge of the OSI Model.

• Awareness of cybersecurity bestpractices andability to adviseand generate guidance.

• Knowledge of BAS servers.

• HierarchalWebCTRLservers.

• Database servers for connectionofWebCTRL(includingMS SQL,PostgreSQL,MySQL,andOracle).

• Pros and cons ofvirtualversusphysicalserversand the support requirements ofboth.

• Strong workingknowledge of remote connection methodsand bestpractices.

Qualifications:

Travel Requirements:

• 25%-50%travel

Preferred Qualifications:

• Quality systems knowledge

• LEED Accredited Professional

• MA/MS with 4-7+years experience