Licensing Support Specialist

Job Description

Regional & Global Licensing Support Position Tittle: Licensing Support Specialist The Segment Security Products, a business unit of Johnson Controls International, comprises of two Product BUs: ACVS and Intrusion. It is a diversified group of world-leading access control, video and Intrusion brands. Operating in more than 40 offices worldwide, we have more combined years of experience in the security industry than any other group in the world. Our security integration platforms, built by our developers from across all product disciplines allow our customers to see more, do more and save more. Job Overview Provide high quality, innovative, technical support to our diversified customers and install bases of Security Product s ACVS (Access Control & Video Solutions) division, for brands like American Dynamics, CEM Systems, Kantech, Software House, Innometriks, Illustra, Cloudvue, Exacq, and support customer logged technical issues through different remote support media (phone/email/chat, etc.). Provide configuration, commissioning and installation related services inclusive of fault findings, f/w and s/w upgrades, etc. working together with SI/channel partners and field engineers.Essential Education & Experience Bachelor s degree preferably a Technical Degree (B.Sc./BCA/BTech-IT) from a reputed college and/or university with the relevant work-related experience; or equivalent combination of education and work-related experience. 3-5 years of working experience with supporting any to various electronic products or IT solutions in a field environment. Previous exposure to software and hardware infrastructure and terminology. Software: Experience of software vendors licensing models and tools. Experience working with any software license management solutions such as Snow Software, etc. would be an added advantage. Process Tools: Knowledge of license management, ITIL processes and discovery tools. Experience with building effective licensing solutions on commercial building or industrial products (Security, Fire, BMS, etc.). Databases: Basic skills on building and managing databases around Microsoft SQL Server Remote Tools: Very good understanding of or demonstrate the aptitude in or have the experience working with remote desktop sharing tools like Team Viewer, AnyDesk, etc. Domain: Product awareness of access control and video systems is needed. Knowledge of any building management system products like Control or Fire systems will be added advantage. CRM: Salesforce.com knowledge will be an added advantage. Certifications: Microsoft SAM MCP qualification or equivalent will be added advantage. Essential Competencies & Skills Integrity, Excellence, Accountability, Communication, Innovation, Problem Solving & Analysis, Highly developed techno -commercial Expertise and Teamwork. English language (native level) proficiency will be mandatory with working knowledge of other languages will be helpful. Ability to synthesize and decide the best communication approaches for licensing issues and information needed for our customers and partners. Problem solving and decision making skills. Analytical and risk management skills. Influencing and negotiation skills Highly adept customer facing skills. Effective communication, tracking and escalating skills to key stakeholders Job Responsibilities Support Activities: Assists the field engineers with licensing issues which includes handling support phone calls, emails, remote session, etc. to resolve and provide solutions and answers to all inquiries, across all regions worldwide (global support role). Able to document licensing issues accurately so that issues can be tracked, escalated and closed with satisfaction for all stakeholders (internal, customers and partners). Enter all problems into our databases and CRM so that all that information can be tracked and utilized for betterment of customer service both internally and externally. Fulfils all other relevant licensing support duties, as defined by the manager real-time, in order to be successful within the extended technical support department. Works according given instructions and within quality procedures and regulations, as described in the quality manual, in such way that internal and external quality demands are met. Works, according to given policies and guidelines regarding HSE, in such way that for the employee self and his colleges a safe, healthy and pleasant work environment is created. Follows the respective shift and schedule adherence norms. Technical Training and Development: Receives licensing related product training according to management guidelines, within office training facilities or virtually via our online collaboration tools, so that all our customers support requirement are satisfactorily met with. Participates in training preparation tasks for the class, according to manuals, in such a way that it is fully operational beforehand, and thereby the training activities don t face unnecessary delays. Prepares training materials and knowledge articles, meeting or exceeding technical standards and within management guidelines/format, so that that everyone within team receives up to date professional documentation and information. Assists in the design and modification of training courseware or knowledge articles, according to the received guidelines, so that up to date and high standard technical bulletins can be presented to our customers or channel partners.Bachelor s degree preferably a Technical Degree (B.Sc./BCA/BTech-IT) from a reputed college and/or university with the relevant work-related experience; or equivalent combination of education and work-related experience.,

Keyskills :
application servicesfinancial servicesplsqlsqlsqlmicrosoft sql serverbuilding management systemsql servervideo systemsaccess controlremote supportremote desktop