Service Desk Technician

4 weeks ago

Belfast, United Kingdom Johnson Controls, Inc. Full time

Job Summary

We are seeking a highly skilled Customer Support Specialist to join our team at Johnson Controls, Inc. as a Technical Support Engineer, 1st Line Support, Service Desk. The successful candidate will be responsible for providing technical customer support by telephone, remote connection, and on-site, if necessary, about CEM AC2000 Systems range of Access control products and integrations.

Key Responsibilities

  • Provide technical support to customers via phone, email, and remote connection, resolving issues related to CEM AC2000 Systems range of Access control products and integrations.
  • Log and maintain detailed records of support cases, ensuring accurate and timely documentation.
  • Prioritize and manage open cases, ensuring prompt resolution and customer satisfaction.
  • Guide customers through a series of actions to help set up systems or resolve issues, providing clear and concise instructions.
  • Troubleshoot system and diagnose and solve CEM hardware or software faults, utilizing technical expertise and problem-solving skills.
  • Install and configure CEM AC2000 software applications and hardware, ensuring seamless integration and functionality.
  • Develop and maintain technical troubleshooting guides, user guides, and product release notes, ensuring accurate and up-to-date information.
  • Deliver technical product training on hardware or software applications, educating customers on optimal use and troubleshooting techniques.

Requirements

  • Bachelor's degree in Computer Science or related field, or relevant industrial work experience.
  • Excellent technical problem-solving and troubleshooting skills, with the ability to make sound technical judgments based on knowledge and experience.
  • Understanding of Linux, including shell scripts, and SQL.
  • Experience with Networking and troubleshooting servers/client machines.
  • Experience with Virtual Platforms, including Guest OS Installation.
  • Experience installing and supporting Windows applications.
  • Self-motivated and able to manage own time independently, with excellent teamwork and communication skills.
  • Willingness to travel, as required.

Desirable Qualifications

  • Experience in a customer-facing technical support environment.
  • Experience supporting custom software applications.
  • Experience working within the Electronic Security industry, with knowledge of Access control, CCTV, DVR, Intercoms, and Intruder systems.
  • Proficiency in any other European language.

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