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
Resolve customer issues while scheduling time for proactive activities
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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