Johnson Controls
Produces HVAC, fire, security and building automation systems to optimize and protect buildings globally.
Technical Support Specialist II
Provide first-level technical support to customers, troubleshoot issues, ensure satisfaction.
Job Highlights
About the Role
• Provide technical and application support via phone and email promptly and professionally. • Diagnose reported issues, deliver accurate resolutions, and document solutions thoroughly. • Apply analytical thinking and knowledge‑base articles to troubleshoot real‑time cases. • Guide customers through step‑by‑step solutions and escalate unresolved cases to Level 2 support. • Collaborate with Level 2 engineers to resolve complex problems and deliver comprehensive support. • Contribute to the creation and updating of SOPs and procedural documentation. • Manage cases in Salesforce, generate reports, and meet SLA and First Call Resolution targets. • Follow JCI policies and product security standards for protecting information assets. • Use software and licenses strictly in accordance with JCI agreements. • Prevent unauthorized copying or distribution of copyrighted material. • Implement physical and technical safeguards to maintain confidentiality, integrity, and availability of data. • Report security incidents, alerts, and suspected vulnerabilities promptly to authorized personnel.
Key Responsibilities
- ▸technical support
- ▸issue diagnosis
- ▸customer guidance
- ▸case management
- ▸sop documentation
- ▸security reporting
What You Bring
We are looking for a detail‑oriented, customer‑focused Technical Support Specialist to join our support team. The role involves providing first‑level technical assistance, troubleshooting issues, and maintaining high customer satisfaction. Strong communication skills, a solid grasp of technical systems, and a passion for problem‑solving are essential. The position operates on a US shift schedule, typically from 6:30 pm to 3:30 am IST, and requires collaboration with Level 2 engineers as well as independent work. Candidates should hold an engineering or IT degree and have 4–9 years of technical troubleshooting experience. Proficiency with Microsoft Office and familiarity with Salesforce CRM are advantageous. • Degree in engineering, computer science, or a related field (B.E., B.Tech, M.Tech, BCA, MCA, BSc IT/CS). • 4–9 years of proven experience in technical troubleshooting. • Ability to work US time‑zone shifts (primarily 6:30 pm–3:30 am IST). • Strong verbal and written communication skills. • Proficiency in Microsoft Office Excel and Outlook. • Knowledge of HVAC equipment such as chillers, RTUs, FCUs, and AHUs (preferred). • Understanding of electrical systems and ability to read wiring diagrams. • Strong customer service orientation. • Experience with Salesforce CRM is a plus.
Requirements
- ▸engineering degree
- ▸technical troubleshooting
- ▸excel
- ▸hvac
- ▸salesforce
- ▸customer service
Work Environment
Office Full-Time