What you will do

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 to Technical Support Level 1, Field Engineers and Technicians. As a Level 2 Technical Support Engineer you will also leverage your subject matter expertise by authoring Knowledge Base articles and providing continuous improvement feedback to Product Managers, Development Engineers, Technical Writers and Training.

How you will do it

• Troubleshoot and resolve escalated server, network, control system problems and applications.
• Utilize lab environment to 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 online (TeamViewer) 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.

What we look for

Required

• Bachelor's degree in Computer Science, Engineering, Information Technology or related field.
• Experience with Windows Server configuration and administration, Active Directory and IIS.
• Proficient in Microsoft Office applications, such as Word, Excel, Visio and Power Point, etc.
• Detailed knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP IP Networking
• Microsoft Server, SQL Server and Desktop Operating Systems installation and configuration
• Strong communication to present and explain complex technical issues.
• Working knowledge of security protocols, secure communications, and certificates.
• Excellent diagnostic and troubleshooting skills, problem solving, and an ability to learn quickly.
• Working experience with Wireshark, SQL Server Management Studio, VMWare and Hyper-V.
• Customer focused, exhibiting a strong desire to resolve issues to the customer's satisfaction in a timely manner.
• Ability to prioritize and manage multiple tasks in a fast paced support environment while serving a diverse group of internal and external customers.

Preferred

• One or more related certifications: CCNA, MCSE, Network+, Security+
• Experience with Salesforce Service Cloud
• Working knowledge and experience with any: Metasys, BACnet, MS/TP, LON, and Zigbee
• Technical support experience in building controls, IT or related industry
• Knowledge of SQL database and script writing

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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.