Technical Product Support Specialist
Westford, MA

Job Description

What you will do

This position provides the highest level of technical support for Software House 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

* Manage case load (full escalations and requests for assistance)
* Set up environments to reproduce issues and test potential workarounds
* Log product defects for submittal to Engineering
* Develop and conduct training to internal Support staff.
* Mentor Level 1 and Level 2 Support Technicians
* Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use
* Participate in cross-functional and Level 3 team projects
* Leverage opportunities for continuing education

What we look for

Required

BS in Computer Science or a 4-year degree in another discipline in addition to technical certifications is preferred or combination of education and equivalent field service experience.

A minimum of 3 -5 years in a senior technical support role is required. Senior Level 2 Technical Support candidates with exceptional technical and customer service experience will be strongly considered.

Technical & Professional Skills

* Exceptional customer service skills (soft skills)
* Ability to be persuasive/assertive while maintaining a professional demeanor.
* Excellent written and verbal communications skills
* Solid skills in producing a clear, accurate, and concise problem statement, in gathering/analyzing data, and in recording high-quality and sufficiently detailed case notes
* Solid troubleshooting skills and proficiency in using related tools and technologies
* Familiarity with SQL, XML, XSLT, IIS, VMWare, Hyper-V, .NET, WireShark or similar technologies
* Experience with video, readers, panels, keypads, CCTV and other access control hardware.
* 10-15% travel

Preferred

* Experience with database (SQL Server) backup/restore, creating VMs, installing operating systems and software a strong plus
* CCNA or Network+ certification preferred
* MCSE (Data Platform, Business Intelligence, Server Infrastructure, and Communication) or equivalent certification preferred.

Johnson Controls 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, 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