Tech Support Specialist

What you will do 

Johnson Controls Security Products is a unified group of world-leading Intrusion brands. Operating in more than 40 offices with over 2000 employees, these brands- Qolsys, DSC, Sur-Gard, Visonic,  Bentel and C24 - have more combined years of experience in the security industry than any other group in the world.  

Johnson Controls Security Products in North America is responsible for Intrusion brands Qolsys, DSC, Sur-Gard and C24 a leading manufacturer of security sensors and wireless security systems.   As one of North Americas’ largest suppliers of wireless system, Qolsys, DSC and Sur-Gard designs systems to be installed by professional installation engineers into residential and light commercial applications. Using the latest wireless technologies, these systems are able to take away the time-consuming work and cost related to cabling whilst ensure robust operation and quality performance that you would normally associate with any security related product. The Technical Support Specialist will be responsible for conducting the telephone support of the Qolsys, DSC, Sur-Gard and C24 range of products.  The position will be located in our Orem, Utah office and report to our Intrusion Technical Support Manager, NA.   As a member of this team, you will work within a dynamic environment that provides a platform for you to have immediate impact.  

How you will do it 

As Technical Support Specialist, you will be responsible for responding to customer calls daily in a professional and efficient manner, dealing with and resolving issues within SLA times, providing support for the Johnson Control Security Products Intrusion product range, working on both application software and hardware products, providing feedback to customer, colleagues and managers and evaluation of products.  As a key player of the NA Technical Support Team, you will work within a dynamic environment that provides a platform for you to have considerable impact on JCI processes and products. You are an important function in the R&D organization with a positive team-player attitude combined with multi-interface approach. 

What we look for

Required

• Strong Technical Background or Associative Degree or equivalent would be preferred. 

• Tech savvy individuals who can navigate IT and interactive communication tools.  

• Experience in dealing with hardware and software issues. 

• Strong troubleshooting skills. 

• Action orientated; self-starter takes initiative to resolve issues. 

• Strong communication, interpersonal and problem-solving skills. 

• Highly motivated, able to develop resilient and positive professional relationships. 

• Quick learner and team worker who provides effective communication to key stakeholders. 

• Flexible M-F Shift work required to provide customer support to all markets (8am EST-8pm EST). 

• Strong English communication skills both written and verbal. 

Preferred

• Previous experience in a Technical Support or fault-finding related role would be helpful. 

• Experience working within the Electronic Security (Intruder Systems) or Communications industry. 

• Understanding of electronic security products and electrical concepts. 

• Understanding of networking principals and concepts. 

• Fluent in one or more languages; French or Spanish