Product Support Engineer

Job Description:

Global Level 2 Technical & Product Support

Position Tittle: Product Support Engineer 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. Essential Competencies & Skills Integrity, Excellence, Accountability, Communication, Innovation, Problem Solving & Analysis, Highly developed Technical Expertise and Teamwork. English (almost native level) proficiency will be mandatory with the working C1 level of knowledge on the additional languages as specified. 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 Willingness to work in flexible sheet if business demands.