System Support Technician

Johnson Controls•Indianapolis, IN

1d•$22 - $28•Onsite

About The Position

The Systems Support Technician (Programmer) provides specialized technical support to Field Technicians by remotely programming communicators and alarm panels using manufacturer-specific software. The role also supports technical troubleshooting and special programming projects, researching and resolving issues involving DMP, Radionics, Focus, SafeWatch, Vista, and DSC panels and compatible communicators. This is not a remote position.

Requirements

Ability to multitask.
Strong customer service, problem-solving, and communication skills.
Competency in Microsoft Windows and Office.
Must be a team player and able to work as business needs dictate.

Nice To Haves

High school degree or equivalent.
Experience with alarm installation, DLL, technical support, or data processing.
Ability to perform technical research to resolve complex problems across versions of Focus, SafeWatch, Vista, Radionics, DMP, and DSC panels.
One to three years of contact or call center experience.

Responsibilities

Take inbound calls from technicians requesting help programming customers’ alarm panels, communicators, or video equipment through remote DLL.
Enter information into new or existing accounts based on technician requests or scope of work.
Register communicators and ensure accurate communication among the customer location, JCI receivers, and Mastermind.
Complete data entry in programming systems and Mastermind when required.
Research and investigate technical issues and communicate resolutions to appropriate parties by phone.
Ensure Mastermind data and panel programming are accurate and match paperwork; issue confirmation and place accounts in service for monitoring in the CMC.
Perform other duties as assigned.