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Indianapolis, IN

Technical Support Engineer - Level 3

Job Description:

Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

Job Details

Exacq Technologies (Johnson Controls) is a leading manufacturer of video management system (VMS) software and servers used for video surveillance. Known for its ease of use, the exacqVision cross-platform VMS software is widely used across many applications. It is readily available on factory installed exacqVision hybrid and IP camera servers or on commercial off-the-shelf servers.

Exacq has established a strong brand presence in the educational, corporate, retail and healthcare markets. As a leader in video security, Exacq is committed to staying at the forefront of the industry and providing its customers with the latest VMS functionality

What you will do

The Level 3 Support Engineer will maintain key customer satisfaction by handling escalated support cases, key customers, will take care of security industry sales, engineering, and customer integrators via telephone, email, chat, and site visits to assist with installation, operation, and troubleshooting of exacqVision hardware and software.

How you will do it

  • Ensure post-sale satisfaction with exacqVision products and 3rd party integrations via telephone and e-mail communication for key customers and/or escalated support cases

  • Some customer facing travel as needed by Technical Support Managers

  • Support for key sales opportunities

  • Recreate customers issues/environments

  • Other tasks as directed by Manager of Technical Support or VP Engineering

  • Assist in Technical Support documentation

  • Provide assistance / mentoring for L2 Technicians

  • Support Forum feedback

What we look for

Required

  • Extensive familiarity with Windows and Linux operating systems

  • Extensive knowledge of computer networking - advanced understanding of TCP/IP networking and LAN/WAN technologies, with the ability to perform complex network troubleshooting.

  • preferred

  • Must have experience working and supporting electronic or IT solutions in a field environment, installing, troubleshooting and understanding specialized hardware, software and networking equipment in a technical capacity.

  • Ability to work with minimal supervision

  • Superior customer satisfaction skills

Preferred

  •  3+ years’ experience with CCTV / IP security video systems

Where legally permissible, if hired, candidate is required to be fully vaccinated against Covid-19 no later than his/her start date, unless candidate has a valid medical condition or sincerely held religious belief precluding he/she from receiving the vaccine.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.

Job ID: 4663776910904762923

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