Level 1 Technical Support Specialist

6 months ago


Brossard, Canada Johnson Controls Full time

**Who we are**

At Johnson Controls, we're shaping the future to create a world that's safe, comfortable, and sustainable. Our global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and vehicles more efficient. We are passionate about improving the way the world lives, works and plays. The future requires bold ideas, an entrepreneurial mind-set and collaboration across boundaries.

**What you will do**

Johnson Controls is looking for a Level 1 Technical Support Specialist to join our Service Desk team in Brossard, QC. The role is to provide support for Video Management systems software and hardware.

Our team works in a dynamic and stimulating environment with the latest technologies that promotes career development and professional growth through continuous learning.

This position is hybrid and will require you to be onsite 3 days a week. The team operates from Monday to Friday from 8:00 AM to 8:00 PM Eastern. We prefer this individual works an 11:30am - 8:00pm shift.

**How you will do it**
- Provide world class technical support to the certified field technicians from our authorized dealer network.
- Analyze and solve a wide range of technical request related to our video surveillance software and hardware.
- Guide our clients through the resolution of their issues or escalate to the next level of support when needed.
- Document each request in our ticketing system (Salesforce)

**What you will need**
**Required**
- DEP/ DEC/ AEC in Computers and/or Electronics or equivalent related experience
- Perfect spoken and written English: 95% US customer base
- Bilingualism (English/French)
- Advanced troubleshooting skills
- Microsoft Windows Operating systems experience 7,8,10 Server 2008, 2012, 2016
- TCP/IP and Networking

**Preferred**
- Technical Support/ Customer Service experience
- Electronics knowledge
- Database knowledge: Microsoft SQL
- .Net knowledge

Johnson Controls est à la recherche d'un spécialiste du soutien technique de niveau 1 pour se joindre à notre équipe de centre de services à Brossard (Québec). Le rôle est de fournir un support pour les produits de contrôle d'accès/ video, un leader mondial du contrôle d'accès/ video et de la sécurité électronique.

Notre équipe de service desk travaille dans un environnement dynamique et stimulant avec les dernières technologies qui favorisent le développement de carrière et la croissance professionnelle grâce à l'apprentissage continu.

Le support technique fonctionne du lundi au vendredi de 8h00 à 20h00 et offre la possibilité de travailler à distance ( équipes de 8 heures / semaine de 40 heures )

**COMMENT PARVIENDREZ-VOUS À LE FAIRE**
- Fournir un support technique de classe mondiale aux techniciens de terrain certifiés de notre réseau de revendeurs agréés.
- Analyser et résoudre un large éventail de demandes techniques liées à nos logiciels et matériels de vidéosurveillance.
- Guider nos clients dans la résolution de leurs problèmes ou passer au niveau de support suivant en cas de besoin.
- Documenter chaque demande dans notre système de billetterie (Salesforce)

**CE QUE NOUS RECHERCHONS**

**_Essentiel _**
- DEP / DEC / AEC en informatique et / ou électronique ou expérience connexe équivalente
- Anglais parlé et écrit parfait: 95% de la clientèle américaine
- Bilinguisme ( anglais / français )
- Compétences avancées en dépannage
- Expérience des systèmes d'exploitation Microsoft Windows 7,8,10 Server 2008, 2012, 2016
- TCP / IP et mise en réseau

**_Important _**
- Expérience en assistance technique / service client
- Connaissances électroniques
- Connaissance des bases de données : Microsoft SQL
- Connaissance.Net
- Expérience de l'industrie de la sécurité ou des produits de sécurité ( contrôle d'intrusion / d'accès /video)
- Excellentes capacités de communication verbales et écrites
- Bonnes compétences en matière d'établissement des priorités et d'organisation
- Bonne initiative, débrouillard et auto
- apprenant
- Capable de travailler dans un environnement d'équipe



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