Technical Support Specialist
What you will do?
Duties and responsibilities:
• Provide technical and application support via phone and email as per the queues and customer needs
• Understand the issue reported and ensure accurate resolution is provided to the customers,
backed with complete documentation
• Develop skills on analytical thinking and holistic problem solving of technical issues to troubleshoot real-time cases, including the correct use of knowledge-based articles
• Contributes to SOPs, new procedures and updates as needed
• Works closely with Level 2 Engineers/team to communicate and recreate customer issues (in lab) and solve complex problems to provide customers with an all-in-one support and solution experience
• Adherence to specific day-to-day work instructions: case management in Salesforce, reporting,
meeting the SLA’s and FCR (First Call Resolution) targets specified by the in-line Manager
• Understand the product How you will do it? Experience required:
• Technical experience(field) of 4 - 9 years in troubleshooting below:
o Building management Systems (BMS)/Energy Management Systems(EMS) which includes Chillers, Chilled water systems, Air Handling Units (AHU), Roof Top Units(RTU), Variable Air Volume(VAV) and Fan Coil Units(FCU)
o Communication protocol like BACnet, MODBUS knowledge will be an added advantage
o Hot Water system and Boilers basics
o Understanding of wiring diagram is a must
Information Security Responsibilities:
• Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets
• Adhere to JCI product security standards and guidelines for secured software product development
• The software, licenses, shall be deployed and used only in accordance with JCI licensing
agreements
• Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes
• Any software that is acquired illegally or does not have a valid license shall not be deployed or used. Copying of third party materials without an appropriate license is prohibited
• The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law
• Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets
• All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel
What we look for?
Qualifications:
B.E / B.Tech / M.Tech Mechanical Engineering
Knowledge, skills, and abilities required:
• Good Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU etc.
• Good understanding of electricals
• Able to read and interpret the wiring diagrams
• Good verbal and written communication skills (email writing skills)
• Basic level of proficiency in Microsoft Office Excel and Outlook
• Strong customer service know-how
• Escalation Management
• Good interpersonal and problem-solving skills
• Ability to work independently and / or in a team environment
• Ability to work in shifts: all time zone in US (primarily 6.30pm to 3.30am IST)
• Salesforce CRM usage will be an added advantage
