Technical Customer Service Representative

2 weeks ago

Pune CoE India Johnson Controls Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Sr. Tech Support Rep III

What You Will Do

As a Tech Customer Service Representative, you will be working with corporate accounts for Physical Security Systems, specifically focusing on Access Control and CCTV systems. Your role will involve providing technical support, troubleshooting, and ensuring the effective functioning of security systems like CCURE, March Networks, Genetec, Lenel S2, and ExacqVision.

How You Will Do It

  • Global support role supporting primarily CCure and March Networks but not limited to these as would be expected to upskill to learn current systems on the Client network were required.

  • Supporting CCure integrations with third parties, such as HID Safe, Alert Enterprise, Idemia Morphowave, etc

  • Supporting deployment and maintenance of regional servers, either on-prem or Azure cloud hosted servers.

  • Work with security software and hardware platforms like:

    • CCURE

    • March Networks

    • Solarwinds

    • Networking Tools

    • MS Office Tools

  • Creating and driving programming and configuration standards for both CCure and March.

  • Working with local/regional commissioning engineers to provide support and ensure standards are adhered to.

  • General security technical support to the customer.

  • Provide commissioning assistance where necessary to on-site commissioning teams.

  • Execute and validate existing technical documentation.

  • Deploying remote firmware updates where necessary.

  • Providing technical support for pre & post installations/sales

  • Configure and add New ACS & CCTV Hardware.

  • Troubleshoot and configure IP CCTV cameras.

  • Configure and harden IP Cameras for stream, storage, schedule, and rules both on camera and March Networks platforms.

  • Program, test, and commission physical security systems including Access Control, Video Surveillance, and Intrusion Detection Systems.

  • Incident Management.

  • Handling incidents in a timely manner and prioritization of the issues based on the Tier and Service Impact.

  • Issue identification

  • Server status with respect to utilization and service health check & consumption.

  • Service restarted based on the previous step.

  • Vendor co-ordination in case of still issue state.

  • Installation/Deployment of vendor fix (CR raise and closing of CR internally)

  • Closure of Incident.

  • Fixing Issues raised in Cyber report by discussing with respective service owners.

  • Provide remote technical support on CCURE & March Networks System

  • Proactive monitoring of services: all the services are monitored by the respective application wise support teams in PS.

What We Look For

  • Educational Qualification: Bachelor of Engineering in Electrical, Electronics, E&TC, or related fields.

  • Fluency in English.

  • Certifications in CCURE 9000 Level 1/2 & March Networks.

  • Knowledge & work experience in HID Safe, Alert Enterprise, NEDAP/AEOS

  • Hands-on experience in the configuration of IP CCTV cameras and familiarity with March Networks hardware.

  • Hands-on experience in Tech Support

  • Hands-on experience in the configuration of CCURE software

  • Testing & Commissioning experience on ACS & CCTV System- CCURE & March Networks system

  • 3-8 years of global customer-facing experience.

  • Ability to multitask, manage shifting priorities, and meet deadlines.

  • Excellent communication and problem-solving skills.

Experience LevelSenior Level

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