Technical Support Engineer

Principal 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. 

Essential Functions: 

• 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. 

Knowledge, Skills & Abilities: 

• 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. 

Qualifications: 

Travel Requirements: 

• 25%-50% travel 

Preferred Qualifications: 

• Quality systems knowledge 

• LEED Accredited Professional 

• MA/MS with 4-7+ years experience