Technical Support Specialist

Johnson Controls; Pune District; On-site; INR 614,000 - 837,000; Full time

Job summary

Johnson Controls in India is seeking a detail-oriented Technical Support Specialist to join our global support team. You will provide first-level technical assistance, troubleshoot issues, and ensure high customer satisfaction across phone and email channels.

The role requires an engineering degree, 4–9 years of troubleshooting experience, comfort with US shift times, and proficiency in MS Office and Salesforce for case management.

Qualifications

• Engineering degree required (B.E./B.Tech/M.Tech/BCA/MCA/Bsc in IT/CS).
• 4–9 years of proven technical troubleshooting experience.
• Ability to work in shifts covering US time zones (primarily 6:30 pm–3:30 am IST).
• Strong verbal and written communication skills.
• Proficient in MS Office (Excel and Outlook).
• Good interpersonal and problem-solving skills; ability to work independently or in a team.

Responsibilities

• Provide first-level technical support via phone and email.
• Troubleshoot issues and document resolutions with complete information.
• Escalate to Level 2 when necessary; collaborate with Level 2 engineers.
• Contribute to SOPs and new procedures as needed.
• Manage cases in Salesforce and meet SLA/FCR targets.

Skills

Communication skills

Technical troubleshooting

Team collaboration

MS Office (Excel/Outlook)

Problem-solving

Education

Engineering degree

Tools

Salesforce

Job description

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

What you will do

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team. The ideal candidate will provide first-level technical assistance to customers, troubleshoot issues, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving.

How you will do it

• Provide technical and application support via phone and email in a professional and timely manner
• Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation
• Develop skills in analytical thinking and holistic problem solving of technical issues to troubleshoot realtime cases, including the correct use of knowledge-based articles
• Guide customers through step-by-step solutions and and raise escalations to Level 2 support, if necessary
• Works closely with Level 2 Engineers/team to solve complex problems and provide customers with all-inone support and solution experience
• Contributes to SOPs, new procedures and updates as needed
• Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA's and FCR (First Call Resolution) targets specified by the in-line Manager

What we look for

• A degree in engineering is a must, preferably B.E / B.Tech / M.Tech/BCA/MCA/Bsc (IT/Cs)
• Proven experience of 4- 9 years in technical troubleshooting.
• Ability to work in shifts: all time zone in US (primarily 6.30 pm to 3.30am IST)
• Good verbal and written communication skills
• Basic level of proficiency in Microsoft Office Excel and Outlook
• Good interpersonal and problem-solving skills
• Ability to work independently and / or in a team environment

How will you do it

• Good interpersonal and problem-solving skills
• Ability to work independently and / or in a team environment

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, 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/careers.