Responsibilities
* Provide Technical customer support on JCI Access control/ Video products
* Logging and keeping detailed records of support cases
* Excellent triage open cases and troubleshooting skills
* Resolve customer issues while scheduling time for proactive activities
* Troubleshooting software, hardware and Network issues
* Delivering technical product training on hardware or software applications
* Occasional on-call after-hours work may be required as needed by the customer
* Writing technical Troubleshooting guides, user guides & product release notes
Who we’re looking for
* 1-3 years of working in a customer-facing role
* Process and systems-oriented; you’re always looking to improve efficiencies for scale
* Confident and personable; you’re able to handle customer challenges with ease
* Organised and efficient: you’re comfortable managing multiple work streams at once
* Excellent written and oral communication skills, with proficiency in English
* Excellent customer service skills and ability to quickly establish technical credibility with customers
* Analytical; you’re extremely data-driven and have strong attention to detail
* Creative problem solver: you relish finding new ways to overcome obstacles
* Self-learner: you don’t wait to be told what to do, you’re action-oriented
* Cross-functional team experience including technical and non-technical roles
* Proven experience with cloud platforms such as AWS, Azure, or Google Cloud
* Experience with microservices architecture and related technologies (e.g., Docker, Kubernetes)
* Proven Experience of troubleshooting network issues
* Proven Experience with Virtual Platform as VMware, Hyper-V or Nutanix
* Ability to travel up to 20%
Nice to have
* Bachelor’s degree in computer science or equivalent
* Cybersecurity or ITIL Certification
* Experience of Linux including shell scripts
* Experience of SQL
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