Technical Support Specialist L1

Technical Support Specialist L1 – Intrusion Security Products

Location: Hyderabad

Note: it's a night shift job

Shift time: 6:30 PM IST to 3:30 IST

What you will do

Johnson Controls Security Products is a unified group of world-leading access control, video and intrusion brands. Operating in more than 40 offices with over 2000 employees, these brands- Bentel, DSC, Sur-Gard, Visonic, Qolsys IQ, PowerManage and C24 have more combined years of experience in the security industry than any other group in the world.

Johnson Controls Security Products is responsible for seven intrusion brands within EMEA/APAC, Bentel, DSC, Sur-Gard, Visonic, Qolsys IQ, PowerManage and C24 all leading manufacturer of security sensors and wireless security systems.   As one of Noth Americas largest suppliers of wireless system, Bentel, DSC, Sur-Gard, Visonic, Qolsys IQ, PowerManage and C24 designs systems to be installed by professional installation engineers in to residential and light commercial applications. Using the latest wireless technologies, these systems are able to take away the time-consuming work and cost related to cabling whilst ensure robust operation and quality performance that you would normally associate with any security related product.

The Technical Support Technician will be responsible for will conduct the telephone support of the Bentel, DSC, Sur-Gard, Visonic, Qolsys IQ, Power Manage and C24 range of products.  The position will assist with training (in house and externally), product evaluation, occasional site visits and any other activity that can help support our customers and internal teams.  You can be located remote or local to a JCI Office and report to our Intrusion Technical Support Supervisor.  As a member of this team, you will work within a dynamic environment that provides a platform for you to have immediate impact.

How you will do it

As Technical Support Engineer, you will be responsible for responding to up to 30-40 customer calls daily in a professional and efficient manner, dealing with and resolving issues within SLA times, providing support for the Johnson Control Security Products intrusion product range, working on both application software and hardware products: providing feedback to customer, colleagues and managers and evaluation of products.  As a key player of the North America Technical Support Team, you will work within a dynamic environment that provides a platform for you to have considerable impact on JCI processes and products. You are an important function in the R&D organization with a positive team-player attitude combined with multi-interface approach.

What we look for (Required)

Strong Technical Background or Associative Degree or equivalent would be preferred.

Tech savvy individuals who can navigate IT and interactive communication tools.

Experience in dealing with hardware and software issues, and with strong troubleshooting skills.

Action orientated; self-starter takes initiative to resolve issues.

Strong communication, interpersonal and problem-solving skills.

Highly motivated, able to develop resilient and positive professional relationships.

Quick learner and team worker who provides effective communication to key stakeholders.

Flexible M-F Shift work required to provide customer support to all markets (6:30pm IST – 3:30am IST).

Strong English communication skills both written and verbal.

Understanding of networking principals and concepts.

Strong Linux experience.

Good to have

Fluent in one or more of the major languages; Italian, German, French, Spanish, Dutch, Hindi

Experience working within the Electronic Security (Intruder Systems) or Communications industry.

Understanding of electronic security products and electrical concepts

Who we are

At Johnson Controls, we're shaping the future to create a world that's safe, comfortable and sustainable. Our global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and vehicles more efficient. We are passionate about improving the way the world lives, works and plays. The future requires bold ideas, an entrepreneurial mind-set and collaboration across boundaries. You need a career focused on tomorrow. Tomorrow needs you.