FSC Technical Support Engineer II (Remote)

What you will do

Under limited supervision, provides remote technical support to JCI service providers and authorized distributors/representatives with solutions to diverse technical problems and applications relating to building automation and control systems, networking, databases, PC/server configuration, and other related required technologies. Support is provided primarily via phone analysis and remote interrogation. Some onsite analysis may be required.

How you will do it

• Analyzes and troubleshoots application, communications, network, and control system problems and effectively communicates solutions to JCI employed service providers and authorized distributors/representatives.
• Work directly with product teams and/or with FSC L2 teams with regards to new product development or existing product maintenance and provide subject matter expertise to the Level 1 team on these products.
• Troubleshoot third-party control system integrations issues.
• Provide technical, application, and process instruction when callers have limited training or experience. Escalate field training needs to branch management when the lack of field knowledge to perform field tasks trends are identified
• Configures and maintains lab configuration with all products necessary to replicate on-site situations for the objective to simulate conditions in the field. Labs to include, but not limited to, virtualized PC configurations for all supported platforms, private networks, wireless networks, all current and legacy JCI controller products, and all required power systems and wiring.
• Documents all symptoms, root causes, and identified solutions into a comprehensive Call Tracking Database and, when appropriate, into a centralized knowledge database.
• Maintain and continuously improve skills on all technologies required to support JCI automation and controls products including JCI current and legacy hardware, IT support techniques and tools as well as JCI developed technology, hardware, and diagnostic tools.
• Maintain and continuously improve skills on all JCI automation and controls products as they evolve. Interface with Johnson Controls engineering teams to providefield feedback for software enhancements and issues

Qualifications - External

What we look for

Required

• Bachelor's degree in the Information Technology discipline or electrical/mechanical engineering and a minimum of 3 years of field technical experience. Alternatively, an associate's technical degree with a minimum of 7 years of field technical experience.
• Strong understanding of networking principals, products, and technologies.
• Extensive PC software and hardware skills.
• Strong knowledge of HVAC systems and applications.
• Strong understanding of Building Automation Systems design and maintenance.
• Understanding of ASHRE standard protocols used in HVAC and automation products.
• Strong understanding of AC and DC circuits.
• Strong communication skills as they apply to convey very technical information to callers at all levels of technical competency.