Technical Support Operator

Johnson Controls, Inc.; Manchester; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Bonus plan

25 days annual leave

Holidays purchase scheme

Pension plan (employer match)

Life assurance

Employee assistance program

Referral scheme

Discounts

Job summary

Johnson Controls is seeking a Technical Support Advisor to join our ADT team in Manchester. This is a phone-based role where you will diagnose and troubleshoot security alarm faults, support field engineers, and deliver excellent customer service to residential and commercial customers.

This is a full-time, office-based position (M40) with a day shift and weekend work. You will use monitoring and programming software and handle high-security customer requirements with discretion.

Qualifications

• Essential: interest in problem-solving.
• Essential: excellent communication skills.
• Essential: ability to convey technical information to a non-technical audience.
• Preferred: experience in technical problem-solving.
• Preferred: experience providing customer service over the phone.
• Preferred: background in customer service.

Responsibilities

• Diagnose and troubleshoot security alarm faults.
• Use a broad range of monitoring and programming software.
• Deliver excellent customer service to external residential and commercial customers.
• Handle bespoke and high-security customer requirements with discretion.
• Assist field engineers to ensure remote connectivity to alarm systems.

Skills

Problem solving

Communication skills

Explain technical info

Technical problem-solving

Phone support

Customer service

Job description

Technical Support Advisor – Join Our Team!

Johnson Controls is a global leader in smart, healthy, and sustainable buildings. Our mission is to reimagine building performance to better serve people, places, and the planet.

We’re looking for a skilled Support Technician to join our ADT team. Each year, we help more than 300,000 customers stay safe and secure by keeping their alarm systems running smoothly. With us, you’ll benefit from ongoing training, strong job security, and clear opportunities for career growth across local, national, and global levels.

What we offer

• Competitive Salary: Reflecting your skills and experience
• Bonus Plan: Performance-based bonuses to reward your impact
• Generous Leave: 25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits:
  • Pension plan (up to 7% employer match)
  • Life assurance
  • Employee assistance program
  • Referral scheme
• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting
• Dress Down Fridays: Casual attire to wrap up the week

How will you do it

In this phone-based, security system support role, you will provide technical support to field engineers and customers. This is a full-time, office-based position (M40) on a day shift (with variable start and finish times), including weekend work. Handling admin tasks and maintaining accurate records.

You will:

• Diagnose and troubleshoot security alarm faults
• Use a broad range of monitoring and programming software
• Deliver excellent customer service to external residential and commercial customers
• Handle bespoke and high-security customer requirements with discretion
• Assist field engineers to ensure remote connectivity to alarm systems

What We’re Looking For

We want passionate, detail-oriented problem solvers who thrive in a high-energy environment.

Essential Skills:

• An interest in problem-solving
• Excellent communication skills
• Ability to convey technical information to a non-technical audience

Preferred Skills:

• Experience in technical problem-solving
• Experience providing customer service over the phone
• Background in customer service

If you're ready to step into a role where you make a difference every day,

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