IoT Platform Support Specialist - Abound

Job Number: 1793

External Description:

Carrier is a leading provider of HVAC, refrigeration, fire, security, and building automation technologies. These high-technology products and services enable modern life by delivering efficiency, safety, and security across several platforms. Enable qualified individuals with disabilities to perform essential functions.

The IoT Support Specialist will be a team member supporting and troubleshooting cloud-based projects for active customers of the platform. They will provide assistance to project teams, as needed, to meet overall Carrier objectives. We will rely on this individual to participate in internal and external meetings, providing their expertise as we build successful projects and exceed customer expectations. The ideal candidate will come from a strong troubleshooting background that deals with Information Technology concepts, preferably having worked with Enterprise Software, the Linux Stack, and various communication and data transfer protocols. The candidate will focus on solving issues or problems with onboarding the IoT Cloud-based Platform, modules, connectors, and UI presentation for our broad and growing customer base. Experience installing, configuring, supporting, and troubleshooting enterprise software systems and devices are required.

Responsibilities:

• Manage and resolve various Support tickets related to issues or problems with the IoT Cloud-based Platform
• Technical responsibilities may include but are not limited to, cloud-based software configuration, troubleshooting, complex analysis, and an advisory liaison to customers
• Collaborative activities that include, but are not limited to, interacting with internal and customer stakeholders, supporting internal and customer project/IT managers, and providing solutions to internal and customer technical resources
• Ability to multitask and handle various tickets and projects at the same time
• Analyze and recreate issues or problems with the IoT Cloud-based Platform
• Manage environments used for issue investigation and re-creation
• Maintain proficiency with current and newly released Carrier Software products and technologies through self-directed (reading documentation) and formal training (provided by Product Management)
• Ability to work independently with Windows, Linux, LAMP Services, DynamoDB, and an understanding of Networking/Firewall ports and protocols
• Responsible for identifying BACnet points in a client Building Management System (BMS)
• Configures and troubleshoots multiple integrated products and devices
• Diagnoses and resolves network/integration technical problems on customer sites (or remotely) and provides appropriate updates to management
• Generate detailed responses or documentation, but are not limited to, creating Service Bulletins, KnowledgeBase articles, technical notes, or white papers.

Qualification Requirements and Desirables:

• A minimum of 3-5 years of relevant experience in an Information Technology role, with B2B/B2E experience, application support experience, system admin, or experience working in a BMS setting/environment, a plus
• BS/BA degree, in Information Technology, Business Information Systems, Computer Science/Engineering, or related study
• Demonstrate communication and presentation skills. Must be able to effectively articulate, communicate, transfer knowledge/instruction, and present with confidence
• Be able to understand the design, operation, and implementation of a diverse set of features, processes, paradigms, and technologies that enable the creation of an IoT Cloud-based Platform.
• Support diagnostics, troubleshooting, best practices, and operation of the IoT Cloud-based Platform system; identify areas for continuous improvement with emphasis on quality, performance, and security.
• Experience in the operation and maintenance of various MEP systems, Central Plan configuration, AC package units, VAV air distribution, cooling towers, pumps, building automation systems, DDC controls and sensors, air compressors, and pneumatic controls, life safety systems, generators, electrical distribution, and luminary
• Highly proficient in Network Architecture (routers, switches), Network Configuration, and Protocols, both wired and wireless
• Highly proficient in communication and data transfer protocols, such as MQTT, BACnet, SNMP, HTTP/HTTPS, various Web Services, TLS, etc.)
• Experience with Linux/Windows operating systems with exposure to networking and scripting experience. Understanding of Network/Firewall ports and Protocols
• Ability to use collaboration tools such as GoToMeeting, WebEx, Zoom, Skype, etc.
• Must be self-motivated, independent, flexible, resourceful, able to work in a team, and responsive to requests

Job Number: 30085218

Community / Marketing Title: IoT Platform Support Specialist - Abound

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