Level 2 Support Engineer - *Remote*

About Carrier

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About Nlyte Software

Nlyte Software, a Carrier company, is the world's leading software company focused on planning, managing and optimizing data centers. Nlyte Software enables enterprises to extend IT management software to include the physical layer with the logical and virtual layers of the data center, maximizing the financial benefits from the optimized utilization of assets, power and space. Nlyte’s proven platform is used in the data centers of some of the largest and most valued companies in the world.

About the position
Nlyte Software is looking for a Level 2 Support Engineer for this position. This is a permanent employment opportunity that requires the ability to support a variety of technologies that integrates with the Nlyte system.

The Level 2 Support Engineer will focus on the technology foundation required to support the Nlyte application suite and the environments in which it is installed on. The typical Level 2 Support Engineer should have a number of years operating as a Senior System Administrator for large organizations as well as skills in supporting Enterprise applications (such as ERP systems etc...), Databases, onsite communications equipment, storage, and related software, Data Center Technology & Operations, problem management, service desk, and change management

The Level 2 Engineer will take a holistic approach to consolidating and optimizing sophisticated data center environments, including physical data center facilities and critical infrastructure components including servers, enterprise storage, database, and predictive operations environments through the installation, configuration, and day-to-day Support of the Nlyte application suite on the various Nlyte customer environments. Furthermore, the Level 2 Support Engineer will focus on supporting the various integrations between Nlyte Software and other Enterprise solutions.

Basic Qualifications:

The candidate should demonstrate experience in the following areas:

• Bachelor's Degree is required.
• Must be US citizen.
• 4+ years’ experience in requirements analysis, troubleshooting, installation, and deployment.
• 7+ years’ experience in IT and Application Support roles with two or more of the following:
  • Windows System Administration skills.
  • Knowledge of Linux.
  • Experience with Web technologies (Web Services, IIS, XML, etc.).
  • Application Sys Admin.
  • Basic SQL usage (execute scripts, view tables).
  • Knowledge of System permissions.
  • Data Center Experience.

• 4+ years Providing Level 1 and Customer Liaison support as required with the following:
  • Knowledge of CRM systems (examples: Salesforce, or Jira, or ServiceNow, etc.)
  • Classifying logged calls.
  • Recording progress against cases.
  • Managing environments used for issue investigation and re-creation.
  • Proven success in contributing to a team-oriented environment.
  • Excellent communication (written and oral) and interpersonal skills via phone, email, Teams, or Zoom.
  • Escalating technical/business issues as required.
  • Identifying workarounds for high priority cases.
  • Creating Knowledge Base Articles / Technical Notes.
  • Generating detailed documentation.

Preferred Qualifications (nice to have):

• Microsoft certification (i.e MCP, MCSA, MCSE, etc…) or other IT certification is a plus.

• Knowledge of various third-party integration components, ServiceNow, BMC, and HP tool suites (HP uCMDB, etc…).
• Experience/Knowledge with/of BAS/BMS (Building Management/Automation System), SCADA, and EPMS systems.
• Knowledge of ModBus, SNMP(v1,2,3), BACnet, SOAP XML protocols.
• Knowledge of Electrical Power and Power calculations (kW, kWh, Real, Reactive, and Apparent Power).

Additional information:

• We are open for remote work within USA.

RSRCAR