Job Description

Nlyte Software, a wholly owned subsidiary of Carrier, combines market-leading data center management software with global building and energy solutions to drive digital infrastructure efficiency, and is seeking a permanent, full-time DCIM Support Specialist This role serves as a subject matter expert supporting the technology foundation of the Nlyte application suite, troubleshooting communication protocols (such as Modbus, SNMP, and BACnet), and managing complex customer issues and system integrations with enterprise tools like vCenter, HP uCMDB, and ServiceNow. Requiring a strong background in large-scale system administration and data center operations, the specialist will also analyze training needs to implement technical programs for internal teams and high-profile clients while ensuring consistent, high-quality technical and operational support.

Location: This is a remote position with a preference for candidates located within the Pacific Time Zone.

Work Schedule: Operating hours are Monday through Friday, 9:00 AM to 5:00 PM PT, with participation in an on-call rotation approximately once every two months.

Role Responsibilities

• Contribute as the subject matter expert for multiple products and services.
• Respond to and handle complex calls with high profile customers to ensure smooth and effective operations of products and services.
• Proficiently handle complex customer matters and ensure escalation to management if necessary.
• Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
• Obtain information from customers and technical organizations, engineering, software and product requirements to prepare training programs for customers and team members. Ensures implementation of training programs.
• Participate in a scheduled on-call rotation (approximately once every two months) to provide operational and technical support.
• Maintain a consistent daily schedule from 9:00 AM to 5:00 PM PT, ensuring dedicated support coverage for clients and systems operating within the Pacific Time Zone.

Role Purpose

• Support the technology foundation for the Nlyte application suite and the environment where it is installed.
• Support enterprise applications, databases, onsite communications equipment, storage, related software, and data center technology and operations.
• Work with enterprise-wide applications that integrate with Nlyte, including VCenter, HP UCMDB, and ServiceNow.
• Bring several years of System Administrator experience in large organizations.
• Understand problem management, service desk operations, and change management processes.
• Troubleshoot communication issues involving Modbus, SNMP, and BACnet protocols.

Required Qualifications

• Bachelor’s degree in Engineering Technology, Computer Science, Electronics, Mechanical Engineering, Electrical Engineering, or HVAC.
• 5+ years of experience in Technology, or Controls (BMS, EPMS, Automation), or DevOps.
• 1+ year of experience supporting enterprise applications, or databases, or onsite communications equipment, or storage, or data center technology and operations.
• Must have a dedicated, quiet workspace and a reliable, high-speed internet connection suitable for daily remote operations.

Preferred Qualifications

• 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.
• Located within the Pacific time zone.