Technical Product Support Specialist
Johnson Controls
Bangalore, India, India
15d ago

Level 3 Senior Technical Support Engineer - Tyco SP

Summary :

Tyco Safety Products (TSP) is a division of Tyco International, a worldwide leader in fire protection and electronic security solutions.

Within Tyco Safety Products, we design, manufacture, and distribute thousands of products ranging from fire detection and suppression systems, personal protective equipment and intrusion security to access control and video solutions, anti-

theft and Electronic Article Surveillance / RFID Systems through our five strategic business units (SBUs) : Fire Suppression & Building Products, Fire Detection, Electronic Security, & Life Safety.

This position provides the highest level of technical support for Software House security software and hardware products.

This level of support is designed to handle lower-volume, time-consuming technical support which generally requires broad technical knowledge and specialization in one or more technologies (network, database, application / web server, hardware).

The ability to learn and support an enterprise-level, mission-critical, full-featured suite of products is essential.

Responsibilities :

  • Manage case load (full escalations and requests for assistance)
  • Set up environments to reproduce issues and test potential workarounds
  • Log product defects for submittal to Engineering
  • Develop and conduct training to internal Support staff.
  • Mentor L1 and L2 Support Technicians
  • Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use
  • Participate in cross-functional and L3 team projects
  • Leverage opportunities for continuing education
  • 10-15% travel Qualifications
  • Education & Experience

    BS in Computer Science or a 4-year degree in another discipline in addition to technical certifications is preferred.

    A minimum of 3 -5 years in a senior technical support role is required. Senior L2 Technical Support candidates with exceptional technical and customer service experience will be strongly considered.

    Technical & Professional Skills

  • Exceptional customer service skills (soft skills)
  • Ability to be persuasive / assertive while maintaining a professional demeanor.
  • Excellent written and verbal communications skills
  • Solid skills in producing a clear, accurate, and concise problem statement, in gathering / analyzing data, and in recording high-
  • quality and sufficiently detailed case notes

  • Experience with database (SQL Server) backup / restore, creating VMs, installing operating systems and software a strong plus
  • Solid troubleshooting skills and proficiency in using related tools and technologies
  • Familiarity with SQL, XML, XSLT, IIS, VMWare, Hyper-V, .NET, WireShark or similar technologies
  • CCNA or Network+ certification preferred
  • MCSE (Data Platform, Business Intelligence, Server Infrastructure, and Communication) or equivalent certification preferred.
  • Experience with video, readers, panels, keypads, CCTV and other access control hardware a plus.
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