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Tech Support Specialist

3.00 to 5.00 Years   Pune   19 Oct, 2021
Johnson Controls
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustrySecurity / Detective Services
Functional AreaGeneral / Other Software,Technical Support / Helpdesk
EmploymentTypeFull-time

Job Description

What you will doOur mission is to be customer centric in all that we do. We actively listen, seek understanding, and proactively communicate while ultimately driving the most appropriate and fastest resolution to meet our customer s needs within our digital landscape.

  1. The candidate will work with leading-edge technologies & IoT platform in Digital Solution Customer Success team.
  2. Primary role is to provide world class technical support to Johnson Controls OpenBlue customer using its digital products
  3. This role will be interacting with end customers, branch teams and third-party partners to provide first level technical support.
  4. The support will include providing resolution based on analysis of HVAC & BAS data generated by IoT platform. It will also involve extensive collaboration with development & DevOps team to seek faster resolution times.
  5. This role is part of Digital Solutions OpenBlue Customer Success support team.
How you will do it
  1. Understand scope of services, SLA depending on issue severity
  2. Analyze remote data, widgets, graphs, visuals to identify issues, problems in HVAC equipment (Chillers, boilers, pumps, CTs, AHU, VAVs etc)
  3. Understand data flow from source BAS to IoT platform and analyze data related issues like bad, unreliable data
  4. Able to co-relate multiple parameters and arrive at workable solutions
  5. Interact with all relevant internal and external stake holders to get all required inputs necessary for solving issues
  6. Understand the customer reported issue to ensure accurate resolution or escalation,
  7. Apply problem solving skills, critical thinking an analysis during troubleshooting by application of correct knowledgebase articles.
  8. Work closely with higher level support teams to escalate customer issues and solve complex problems.
  9. Capture & report performance related KPIs
QualificationsB.E / B. Tech What we look for
  1. 3-5 years experience in the field of BMS, HVAC, EMS
  2. Hands-on understanding of Building Management System (BMS) field devices/ sensors, DDC & supervisory controllers, software, gateways & databases
  3. Good knowledge of HVAC systems such as Chilled Water System, Hot Water System, Boilers, Different types of AHUs, FCUs, VAV etc.
  4. Working knowledge of communication protocol like BACnet, MODBUS etc.
  5. Basic understanding of IT & OT, cloud-based analytics solutions (Preferred).
  6. Technical acumen for HVAC equipment (AHU, VAV , FCU , Chillers, Cooling Tower) & Control system (Building Automation System)
  7. Ability to work under minimal supervision and exercise independent judgment. Will be managed and mentored by on-job team leader.
Knowledge & skills
  1. Good problem-solving, interpersonal skills coupled with verbal and written communication skills (email writing skills)
  2. Good proficiency in MS Excel/ Office 365 and other MS Office Suite (Outlook, Teams, Word, PPT etc.)
  3. Data analysis using spreadsheets and visualization using PowerBI, Tableau etc.
  4. Awareness of cloud technologies
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Keyskills :
plsqlfinancial servicescontrol systemchilled wateroffice 365ms office suitesqlbuilding management systemdata flowwork under minimal supervisionms officeapplication services

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