FSC Technical Support Engineer

Johnson Controls • Glendale, WI

3d • $85,200 - $118,000 • Remote

About The Position

As a Technical Support Engineer, you will support HVAC field engineers and technicians with a focus on IT-related troubleshooting. You will provide level 2 technical support via phone, email, and chat technology on Johnson Controls Direct Digital Controls and Building Automation Systems (BAS) problems and applications. This is a full-time role with remote work available.

Requirements

• Degree or diploma in Computer Science, Engineering, Information Technology or related field with 6+ years of related technical support experience. A combination of education and experience will be considered.
• Diagnostic and troubleshooting skills, problem solving skills, creativity, and an ability to learn quickly.

Nice To Haves

• One or more related certification is an asset: CCNA, MCSE, Network+, or Security+.
• Experience with MSP (Managed Service Provider) is a plus.
• Windows Server configuration and administration, Active Directory and IIS.
• Microsoft Server, SQL Server and Desktop Operating Systems installation and configuration.
• Wireshark, SQL Server Management Studio, VMWare and Hyper-V.
• Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, SMTP, TCP\IP Networking.
• Knowledge of security protocols, secure communications, and certificates.
• Working knowledge and experience with Metasys is an asset.
• Knowledge of SQL database and script writing.
• Knowledge of Powershell scripting and/or other light programming experience.

Responsibilities

• Troubleshoot and resolve escalated server, network, control system problems and applications.
• 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 remote 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.

Benefits

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities
• Company vehicle

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree