Responsibilities

• Provide Technical customer support on JCI Access control/ Video products
• Logging and keeping detailed records of support cases
• Excellent triage open cases and troubleshooting skills,
• Resolve customer issues while scheduling time for proactive activities
• Troubleshooting software, hardware and Network issues
• Delivering technical product training on hardware or software applications
• Resolve customer issues while scheduling time for proactive activities
• Occasional on-call after-hours work may be required as needed by the customer.
• Writing technical Troubleshooting guides, user guides & product release notes

Who we’re looking for

• 1-3 years of working in a customer-facing role
• Process and systems-oriented; you’re always looking to improve efficiencies for scale.
• Confident and personable; you’re able to handle customer challenges with ease.
• Organised and efficient: you’re comfortable managing multiple work streams at once.
• Excellent written and oral communication skills, with proficiency in English.
• Excellent customer service skills and ability to quickly establish technical credibility with customers.
• Analytical; you’re extremely data-driven and have strong attention to detail.
• Creative problem solver: you relish finding new ways to overcome obstacles.
• Self-learner: you don’t wait to be told what to do, you’re action-oriented.
• Cross-functional team experience including technical and non-technical roles.
• Proven experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with microservices architecture and related technologies (e.g., Docker, Kubernetes)
• Proven Experience of troubleshooting network issues
• Proven Experience with Virtual Platform as VMware, Hyper-V or Nutanix
• Ability to travel up to 20%.

Nice to have.

• Bachelor’s degree in computer science or equivalent
• Cybersecurity or ITIL Certification
• Experience of Linux including shell scripts
• Experience of SQL