Technical Support Specialist III

\ 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 6- 7 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