Technical Support Engineer

📋 Description

• Deliver technical expertise to resolve intricate issues and empower local branches to provide exceptional service to their clients.

• Collaborate with headquarters staff to create and document best practices pertaining to networking and the implementation of technical solutions.

• Design and assist in developing sustainable solutions that meet customer requirements.

• Engage proactively with both internal and external clients to comprehend their needs and propose enhancements to their systems and processes.

• Travel may be required up to 50% of the time.

• Offer technical support to the ALFO Branch Offices on an as-needed basis.

• Take part in large project reviews and pre-bid evaluations as required to assess necessary capabilities, time estimates, design specifications, etc.

• Identify all technical risks and support local site teams in planning for risk mitigation.

• Assist in planning project commissioning for complex projects to aid local project teams as necessary.

• Provide integration and Master System Integrator (MSI) specific assistance for the ALC Branch Offices, including any new integrations with offerings from sister companies.

• Develop or contribute to the creation of sustainable offerings that enhance WebCTRL building automation systems and deliver value to customers.

• Participate in the development and updating of training materials for Field Engineers.

• Help facilitate boot camps for Field Engineers to receive in-field training.

• Create and uphold standard work instructions in compliance with Operations Manual guidelines.

• Offer local training and guidance aligned with ALFO’s standard work and best practices.

• Assist in the hiring process for Field Engineer Supervisors and Field Engineers as needed.

• Support local management in mentoring Field Engineer Supervisors and Field Engineers.

⛳️ Requirements

• Bachelor’s Degree with over 5 years of experience in BAS technical support, or a High School Diploma/GED with more than 10 years of experience in BAS technical support.

• Ability to organize and effectively plan personal work schedules.

• Capable of working independently without close supervision.

• Maintains professionalism in both communication and appearance.

• Ability to handle multiple tasks/projects simultaneously.

• Excellent time management capabilities.

• Proficient in Microsoft Office Suite, including Word, Excel, Outlook, Access, MS Projects, etc.

• Strong skills in problem-solving, planning, and field supervision.

• Extensive knowledge of building automation and construction projects.

• Exceptional written and verbal communication abilities.

• Familiarity with safety regulations.

• Willingness to pursue further job-related education and/or certifications.

• In-depth technical understanding of BAS network protocols (including BACnet/IP, BACnet/MSTP, BACnet/Arcnet, Modbus TCP, Modbus RTU, Lonworks, and N2).

• Comprehensive understanding of BAS integration techniques and BACnet network fundamentals (including BBMDs and foreign device registration).

• Proficient in network troubleshooting methods and the use of network monitoring tools such as DLcapture, Wireshark, Oscilloscope, Modscan, or equivalent.

• Ability to design IP networks that incorporate IP routing, VLANs, firewalls, and BBMDs in line with cybersecurity best practices.

• Exceptional capability to communicate network and server requirements to client IT departments.

• Working knowledge of the OSI Model.

• Awareness of cybersecurity best practices and the ability to advise and produce guidance.

• Knowledge of BAS servers.

• Familiarity with hierarchical WebCTRL servers.

• Understanding of database servers for WebCTRL connections (including MS SQL, PostgreSQL, MySQL, and Oracle).

• Insight into the advantages and disadvantages of virtual versus physical servers and their support requirements.

• Strong 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, and purchased vacation.

• Disability: Short-term and long-term disability.

• Life Insurance and Accidental Death and Dismemberment coverage.

• Tax-Advantaged Accounts: Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.

• Tuition Assistance.