FSC Technical Support Engineer

Job Details

Job Description

What you will do

Due to growth, we have a new career opportunity available. The Technical Support Engineer will support HVAC field engineers and technicians with a focus on IT-related troubleshooting. Provide level 2 technical support via phone, email and chat technology on Johnson Controls Direct Digital Controls (DDC) and Building Automation Systems (BAS) problems and applications. Full Time Remote work is available.

How you will do it

• Troubleshoot and resolve escalated server, network, control system problems and applications.
• Research, replicate, determine root cause and test solutions to field and customer reported problems.
• Create and document product application and problem solution articles and videos in a support Knowledge Base.
• Document accurate case records of customer issues, status progress and problem resolutions utilizing Salesforce CRM.
• Manage the action plan of cross functional teams to resolve escalated customer or systemic product issues.
• Team with development engineering and 3rd party suppliers to expedite field reported problems to resolution.
• Provide technical review of new products and associated literature for accuracy, completeness, and troubleshooting content.
• Perform remote and onsite customer technical support as needed.
• Participate in and provide technical support on new product Alpha & Beta test sites.
• Coordinate Beta testing and deployment of software patches.
• Leverage your subject matter expertise by authoring knowledge base articles.

What we look for

Required

• Degree or diploma in Computer Science, Engineering, Information Technology or related field with 6+ years of related technical support experience. A combination of education and experience will be considered.
• Diagnostic and troubleshooting skills, problem solving skills, and an ability to learn quickly.
• Where legally permissible, if hired, candidate is required to be fully vaccinated against Covid-19 no later than start date, unless candidate has a valid medical condition or sincerely held religious belief precluding them from receiving the vaccine.

Preferred

• One or more related certification is an asset: CCNA, MCSE, Network+, or Security+.
• Windows Server configuration and administration, Active Directory and IIS.
• Microsoft Server, SQL Server and Desktop Operating Systems installation and configuration
• Wireshark, SQL Server Management Studio, VMWare and Hyper-V.
• Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, SMTP, TCP/IP Networking.
• Knowledge of security protocols, secure communications, and certificates.
• Working knowledge and experience with any: Metasys, BACnet, MS/TP, LON, and Zigbee
• Knowledge of SQL database and script writing
• Knowledge of Powershell scripting and/or other light programming experience

What you will get

• Comprehensive benefits package including 401K, pension, medical, dental, and vision care.
• Extensive product and sales training with Best in Industry resources.
• Encouraging and collaborative team environment.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.