Product Support Engineer

Product Support Engineer

About Johnson Controls

At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission.

About Security Access Control Business

Access Control and Video Solutions (ACVS), Security Products, a business unit of Johnson Controls International. It is a diversified group of world-leading brands (American Dynamics, Exacq, Cloudvue, CEM Systems, Kantech, Innometriks, Illustra, Software House). Operating in diverse locations worldwide, all our ACVS brands have more combined years of experience in the security industry than any other group in the world. Our security integration platforms, built by our developers from across all product disciplines, allow our customers to see more, do more and save more.

Johnson Controls has built a solid reputation in the security industry as an innovator of security and event management technologies. With its continuous investment in R&D, and the ability to leverage new technologies, Johnson Controls has achieved technological excellence.

What you will do

Johnson Controls is seeking a Product Support Engineer to join our service desk team in Pune. In this role, you will provide technical support for access control systems.

Our service desk team operates in a dynamic and stimulating environment, working with the latest technologies and promoting career development and professional growth through continuous learning.

• Reports to: Technical Support Supervisor
• Schedule: Monday to Friday, 6:30 PM – 6:30 AM (Next day) (9-hour shifts / 45-hour work week)
• Work model: Hybrid, Needs Reliable Internet connectivity, uninterrupted power backup and a quiet work area free of background noises.
• Flexibility required: occasional customer site visits and availability for later shifts (e.g., 9:30 PM IST – 6:30 AM IST (Next day)).
• Willing to work night shift

How you will do it

• Provide world-class technical support to our diversified customers from our authorized dealer network through different remote support media (phone/email/chat, etc.).
• Analyze and resolve a wide range of technical requests related to our access control software and hardware.
• Guide clients through issue resolution or escalating to higher-level support when necessary.
• Document all requests in our ticketing system (Salesforce).

What we look for

• Education: Bachelor’s degree in engineering disciplines or any other equivalent Technical Degree from a reputed college and/or university with relevant work-related experience.
• Experience: 3-5 years of technical support and/or customer service background.
• Languages: Excellent spoken and written English ((almost native level) proficiency will be mandatory)
• Technical Skills:
  • Advanced troubleshooting abilities
  • Experience with Microsoft Windows operating systems (Windows 10, 11, Server 2019, 2022)
  • Knowledge of TCP/IP and networking
• Assets:
  • Knowledge of electronics
  • Database experience (Microsoft SQL)
  • Active Directory/Microsoft Entra ID and OKTA
  • Familiarity with .NET

• Soft Skills:

• Strong verbal and written communication skills
• Excellent organizational and prioritization abilities
• Initiative, resourcefulness, and self-learning capability
• Team-oriented mindset

Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.