The future is being built today, and Johnson Controls is making that future more productive, more secure, and more sustainable. We are harnessing the power of cloud, data analytics, the Internet of Things, and user design thinking to deliver on the promise of intelligent buildings and smart cities that connect communities in ways that make people’s lives – and the world – safer and better.

What you will do 

This position is part of the technical support organization for Software House (C•CURE 9000 & iSTAR) security software and hardware products. This level of support is designed to handle lower-volume, time-consuming technical support which generally requires broad technical knowledge and specialization in one or more technologies (network, database, application/web server, hardware). The ability to learn and support an enterprise-level, mission-critical, full-featured suite of products is essential. 

How you will do it 

• Directly communicate with very high-profile customers to understand issues and request and provide verbal and written

plans and solutions to remediate urgent physical security issues related to the Ccure9000 product line.

• Investigate post-mortem logs and system historical data to understand sequence of events and determine failure root causes

• Set up virtual environments to reproduce issues and test potential workarounds 
• Log product defects for submittal to Engineering as bugs/defects. Follow up until resolution and delivery to end customer.
• Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use 
• Leverage opportunities for continuing education 
• 10 - 15% travel  

What we look for(L3 tech support engineer)

Required:

• 3 years of experience entering data into a CRM; gathering/analyzing data, and in recording high-quality and sufficiently detailed case notes (Salesforce preferred)
• 3 years of technical support experience
• 3 years of troubleshooting skills and proficiency in using related tools and technologies
• 3 years of customer service experience supporting external customers

Preferred:

• BS in Computer Science or a 4-year degree in another discipline 
• Experience with database (SQL Server) basic administration and maintenance, backup/restore, creating VMs, installing operating systems and software a must have. 

• Familiarity with SQL, XML, XSLT, IIS, VMWare, Hyper-V, .NET, WireShark or similar technologies 
• Troubleshooting Cloud Deployments with at least 1 provider (Azure, AWS, GCP, etc.)nice to have
• Experience working within zero-trust networks
• Exposure Basic Scripting IT Tools; Powershell and Bash, etc.
• Experience working and troubleshooting with Microsoft Windows & Linux Operating systems.
• CCNA or Network+ certification
• MCSE (Data Platform, Business Intelligence, Server Infrastructure, and Communication) or equivalent certification
• Experience with VMS and Access Control hardware such as intelligent controllers, expansion boards and communication equipment, ethernet, communication protocols, hardware troubleshooting, wiring basics.
• Ability to be persuasive/assertive while maintaining a professional demeanor
• Excellent written and verbal communications skills