Product Support Engineer

4 days ago

Pune, India Johnson Controls International Full time


The Segment : Access Control and Video Solutions (ACVS), Security Products, a business unit of Johnson Controls International. It is a diversified group of world-leading brands (American Dynamics, Exacq, Cloudvue, CEM Systems, Kantech, Innometriks, Illustra, Software House). Operating in diverse locations worldwide, all our ACVS brands have more combined years of experience in the security industry than any other group in the world. Our security integration platforms, built by our developers from across all product disciplines allow our customers to see more, do more and save more.

Job Overview : Provide high quality, innovative, technical support to our diversified customers and install bases of Security Product’s ACVS (Access Control & Video Solutions) division and support customer logged technical issues through different remote support media (phone/email/chat, etc.). Provide configuration, commissioning and installation related services inclusive of fault findings, f/w and s/w upgrades, etc. working together with SI/channel partners and field engineers.

Essential Education & Experience : Bachelor’s degree in Engineering disciplines or any other equivalent Technical Degree is from a reputed college and/or university with the relevant work-related experience.

3-5 years of working experience with supporting any to various electronic products or IT solutions in a field environment installing, troubleshooting specialized hardware/software and networking equipment in any technical capacity including understanding faults identifying root causes, and providing necessary remediations to mitigate and solve issues quickly.

Basic Electronics: Experience in Electro Magnetic principles and Radio Frequency (RF) technology. Knowledge of circuits, knows how to use multimeters, wire relays or circuit boards and power adapters, batteries, etc. Software: Thorough knowledge on Windows/Linux OS install, commissioning and administration is needed/preferred.

Hardware: Understand PCB technology including flashing boards and configurations using switches and jumpers, adding RAM and CPU chips, configure, and install PC boards (e.g., VGA boards, CPUs, SCSI controllers, network cards).

Databases: Basic skills on building, managing and troubleshooting databases around Microsoft SQL Server.

Networking: CCNA certified or equivalent who has an advanced understanding of TCP/IP addressing and configuration, Ethernet networks, hubs, routers, network security and Lan/Wan switching, and has the ability to perform any complex network troubleshooting tasks.

Domain: Product awareness of access control and video systems is needed. Knowledge of any “building management system” products like Control or Fire systems will be added advantage.

Remote Tools: Very good understanding of or demonstrate the aptitude in or have the experience working with remote desktop sharing tools like Team Viewer, AnyDesk, iDRAC, RDP, etc.

CRM: Salesforce.com knowledge will be an added advantage.

Certifications: Microsoft CCNA\CCNP, CompTIA N+\A+, Red Hat (RHCSA\RCHE) or equivalent will be added advantage

English (almost native level) proficiency will be mandatory with the working C1 level of knowledge on the additional languages as specified.

Minimum of two languages is needed: Spanish or French.

Ability to synthesize and decide the best communication approaches for technical issues and information needed for our customers and partners.

Problem solving and decision-making skills. Analytical and risk management skills. Influencing and negotiation skills Highly adept customer facing skills. Effective communication, tracking and escalating skills to key stakeholders

Job Responsibilities Product Support: Assists the field engineers with technical issues which includes handling support phone calls, emails, remote session, etc. to resolve and provide solutions and answers to all technical inquiries, across all regions worldwide (global support role).

Able to document technical issues accurately so that issues can be tracked, escalated, and closed with satisfaction for all stakeholders (internal, customers and partners).

Enter all problems into our databases and CRM so that all that information can be tracked and utilized for betterment of customer service both internally and externally.

Fulfils all other relevant technical support duties, as defined by the manager real-time, in order to be successful within the technical support department.

Works according given instructions and within quality procedures and –regulations, as described in the quality manual, in such way that internal and external quality demands are met.

Works, according to given policies and guidelines regarding HSE, in such way that for the employee self and his colleges a safe, healthy and pleasant work environment is created. Follows the respective shift and schedule adherence norms.

Technical Training and Development: Receives technical and product training according to management guidelines, within office training facilities or virtually via our online collaboration tools, so that our customers’ support requirement are satisfactorily met with.

Participates in training equipment preparation tasks for the class, according to manuals, in such way that the equipment is fully operational before the cand therefore training activities don’t face unnecessary delays.

Prepares training materials and knowledge articles, meeting or exceeding technical standards and within management guidelines/format, so that that everyone within team receives up to date professional documentation and information.

Assists in the design and modification of training courseware or knowledge articles, according to the received guidelines, so that up to date and high standard technical bulletins can be presented to our customers or channel partners.

Technical Services: Assists with all aspects of technical services when needed according to management guidelines, offering customer’s remote and/or onsite commissioning, fault finding tasks, customer and Integrator (end user) onsite/offsite product training or knowledge transfer, and system upgrade services.

Works according to given commissioning instructions, processes, procedures and workflows within the management guidelines/format to achieve successful execution.

Ensures questionnaires or worksheets, preliminary evaluation-meetings or conference calls, quotes\SOWs and delivery of services are rendered and handled in a professional manner.

After completion of every install\commissioning fix, a comprehensive handover report is provided to the management.

Additional Information :


1.    Should be good in spoken English, and should know another language (Spanish or French).
2.    Shift timings 01:30 to 10:30 p.m. IST.
3.    IT networking knowledge.
4.    Worked in technical support profile for a min. of 2 years.
5.    Handled internation customers across the globe or at least the languages we are looking for.

  • Product Support Engineer

    5 days ago

    Pune, India Cornerstone OnDemand Services India Pvt Ltd Full time

    Product Support Specialist :The Product Support Engineer is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support Engineer works via telephone and electronic communication (CRM) with clients to acknowledge, analyse, and resolve complex application software related...

  • Production Support Engineer

    1 week ago

    pune, India Creospan Private Limited Full time

    *************************Immediate joiners only************************************** Job Title: Java Lead (Production Support) Location: Pune Job Summary: We are seeking an experienced Java Lead specializing in production support to lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based...

  • Production Support Engineer

    2 weeks ago

    pune, India Creospan Private Limited Full time

    *************************Immediate joiners only**************************************Job Title: Java Lead (Production Support)Location: PuneJob Summary:We are seeking an experienced Java Lead specializing in production support to lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based...

  • Production Support Engineer

    2 weeks ago

    Pune, India Creospan Private Limited Full time

    *************************Immediate joiners only**************************************Job Title: Java Lead (Production Support)Location: PuneJob Summary:We are seeking an experiencedJava Leadspecializing inproduction supportto lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based applications,...

  • Production Support Engineer

    2 weeks ago

    Pune, India Creospan Private Limited Full time

    *************************Immediate joiners only**************************************Job Title: Java Lead (Production Support)Location: PuneJob Summary:We are seeking an experienced Java Lead specializing in production support to lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based applications,...

  • Production Support Engineer

    1 week ago

    pune, India Creospan Private Limited Full time

    *************************Immediate joiners only**************************************Job Title: Java Lead (Production Support)Location: PuneJob Summary:We are seeking an experienced Java Lead specializing in production support to lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based applications,...

  • Production Support Engineer

    2 weeks ago

    Pune, India Creospan Private Limited Full time

    *************************Immediate joiners only************************************** Job Title: Java Lead (Production Support) Location: Pune Job Summary: We are seeking an experienced Java Lead specializing in production support to lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based...

  • Production Support Engineer

    2 weeks ago

    Pune, India Creospan Private Limited Full time

    *************************Immediate joiners only**************************************Job Title: Java Lead (Production Support)Location: PuneJob Summary:We are seeking an experienced Java Lead specializing in production support to lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based applications,...

  • Production Support Engineer

    1 week ago

    pune, India Creospan Private Limited Full time

    *************************Immediate joiners only************************************** Job Title: Java Lead (Production Support) Location: Pune Job Summary: We are seeking an experienced Java Lead specializing in production support to lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based...

  • Desktop Support Engineer

    4 weeks ago

    pune, India Prabha Tek Vision - IT Support and Service Providers Full time

    Company DescriptionPrabha Tek Vision - IT Support and Service Providers specializes in providing IT solutions to businesses of all sizes. Our services include network installation and management, cybersecurity, cloud computing, data backup and recovery, and more. We also offer IT consulting services to help businesses maximize their technology investments...

  • Desktop Support Engineer

    4 weeks ago

    Pune, India Prabha Tek Vision - IT Support and Service Providers Full time

    Company Description Prabha Tek Vision - IT Support and Service Providers specializes in providing IT solutions to businesses of all sizes. Our services include network installation and management, cybersecurity, cloud computing, data backup and recovery, and more. We also offer IT consulting services to help businesses maximize their technology investments...

  • Desktop Support Engineer

    4 weeks ago

    Pune, India Prabha Tek Vision - IT Support and Service Providers Full time

    Company Description Prabha Tek Vision - IT Support and Service Providers specializes in providing IT solutions to businesses of all sizes. Our services include network installation and management, cybersecurity, cloud computing, data backup and recovery, and more. We also offer IT consulting services to help businesses maximize their technology investments...

  • Production Support Manager

    6 days ago

    pune, India Creospan Private Limited Full time

    *******************Immediate Joiners only************************************ Job Title: Application Production Support - Senior Manager Location: Pune Job Summary: We are looking for an experienced and strategic Senior Manager for Application Production Support to lead our team in ensuring the stability, availability, and performance of our critical...

  • Product Technical Support Engineer

    3 weeks ago

    Pune, India Johnson Controls International Full time

    What you will do  Under minimal supervision provides technical support to the Field Sales & Service organization for Data Center Accounts in a consistent manner across all product offerings. How you will do it Provide day-to-day technical support for key Data Center Accounts to Field Sales & Service organization on a global basis via site visit, phone,...

  • Production Support

    4 months ago

    Pune, India FIS Global Full time

    **Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: Associate's Degree **Travel Percentage**: 0% **2 to 6 Yrs - Production Support for Pune -24/7 Support on rotational basis** **About this team**: You will be part of the GDS/ASP Operations team, who is working within Hosting and Managed...

  • Production Support Manager

    2 days ago

    Pune, India Creospan Private Limited Full time

    *******************Immediate Joiners only************************************Job Title:Application Production Support - Senior ManagerLocation:PuneJob Summary:We are looking for an experienced and strategic Senior Manager for Application Production Support to lead our team in ensuring the stability, availability, and performance of our critical applications...

  • Senior Product Support Engineer

    1 month ago

    Pune, India Cornerstone OnDemand Full time

    We're looking for a Senior Product Support Engineer - India This role is Office Based, Pune Office GCS – Sr. Product SupportEngineer (Sr L1) The Sr. Product Support Engineer is part of theGlobal Customer Support Team, responsible for providing support to clients onthe Cornerstone OnDemand products. Senior Product Support Engineer works...

  • Production Support Manager

    6 days ago

    Pune, India Creospan Private Limited Full time

    *******************Immediate Joiners only************************************Job Title: Application Production Support - Senior ManagerLocation: PuneJob Summary: We are looking for an experienced and strategic Senior Manager for Application Production Support to lead our team in ensuring the stability, availability, and performance of our critical...

  • Production Support Manager

    6 days ago

    Pune, India Creospan Private Limited Full time

    *******************Immediate Joiners only************************************Job Title: Application Production Support - Senior ManagerLocation: PuneJob Summary: We are looking for an experienced and strategic Senior Manager for Application Production Support to lead our team in ensuring the stability, availability, and performance of our critical...

  • Production Support Manager

    6 days ago

    Pune, India Creospan Private Limited Full time

    *******************Immediate Joiners only************************************ Job Title: Application Production Support - Senior Manager Location: Pune Job Summary: We are looking for an experienced and strategic Senior Manager for Application Production Support to lead our team in ensuring the stability, availability, and performance of our critical...