System Support Technician

Johnson Controls•Aurora, CO

3d•Onsite

About The Position

The Systems Support Technician (Programmer) provides specialized technical support to Field Technicians by remotely programming Communicators and Alarm Panels using a variety of specific manufacturer software. Our Programmers also assist with technical trouble-shooting and special programming projects. This position requires a high degree of technical ability to research and resolve issues on DMP, Radionics, Focus, SafeWatch, Vista and DSC panels and their compatible Communicators.

Requirements

Ability to multi-task; strong customer service, problem-solving, and communication skills.
High school degree or equivalent preferred.
Competency in Microsoft Windows / Office.
Must be a team player and able to work as business needs dictate.
This is NOT a REMOTE position

Nice To Haves

Experience with alarm installation, DLL, technical support, or data processing preferred.
Ability to perform technical research to resolve complex problems in various versions of Focus, Safewatch, Vista, Radionics, DMP and DSC panels.
1 to 3 years of contact / call center experience.

Responsibilities

Take inbound phone calls from technicians requesting assistance in programming customers alarm panels, communicators, or video equipment through remote DLL.
Input specific information into new or existing accounts in response to tech request or by scope of work.
Register Communicators and ensure accurate communication between the customers location, JCI receivers and Mastermind.
Complete data entry into programming and MM when required.
Resolve technical issues through research and investigation and respond back to appropriate parties via phone.
Ensure all MM Data and Panel programing are accurate and match paperwork, issue confirmation and place accounts in service to be monitored in the CMC.
Other duties as assigned.