Technical Support Specialist III

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

Experience required:
Technical experience(field) of - 7 years in troubleshooting below:
1. 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)
2. Communication protocol like BACnet, MODBUS knowledge will be an added advantage o Hot Water system and Boilers basics
3. 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

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 - 3.30am IST/7.30 PM - 4.30 AM IST)
Salesforce CRM usage will be an added advantage