Représentant Soutien Technique

**Job Details**

**QUE FEREZ-VOUS**

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/vidéo, un leader mondial du contrôle d'accès/vidéo 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.

Relève du poste: Superviseur du soutien technique

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 _
- Essentiel - DEP / DEC / AEC en informatique et/ou électronique ou expérience connexe équivalente
- Essentiel - Anglais parlé et écrit parfait: 95% de la clientèle est américaine
- Essentielle - Bilingue (Anglais/Francais)
- Essentiel - Compétences avancées en dépannage
- Essentiel - Expérience des systèmes d'exploitation Microsoft Windows 7,8,10 Server 2008, 2012, 2016
- Essentiel - TCP / IP et mise en réseau
- Important _
- Important - Expérience en assistance technique / service client
- Connaissances électroniques

**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 (Quebec). The role is to provide support for Access Control/Video products a world leader in access control/video and electronic security.

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

Position Reports to: Technical Support Supervisor

Technical support operates from Monday to Friday from 8:00 AM to 8:00 PM and offer the possibility of working remotely (8-hour shifts/ 40-hours week)

**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 we are looking for**:

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

**Important - Technical Support/ Customer Service experience**
- Electronics knowledge
- Database knowledge: Microsoft SQL
- .Net knowledge
- Security industry or security products experience (Intrusion/ Access Control)
- Strong verbal and written communication skills
- Good priority setting and organization skills
- Good initiative, resourceful and self-learner
- Able to work within a team environment.
- Conversational Spanish is a great asset

**Canada Diversity Statement**

Information obtained from the questions below will allow Johnson Controls to track the diversity of our applicants, employee training opportunities, promotions and employee retention in order to identify and remove barriers to employment and advancement. With your consent, you may also be contacted by the employment equity officer to get your opinions about Employment Equity (EE) Programs.

You have the right to review, correct, or change information relating to you at any time and you can be assured that the information will not be used for unauthorized purposes.

Please note that a person may belong to more than one designated group.

**Your response to the self-identific