Technical Support Specialist II

YDU JC Air Cond & Ref Inc.- Dubai; India; On-site; INR 400,000 - 800,000; Full time

Job summary

Johnson Controls in India is looking for a Technical Support Specialist to deliver first-level technical assistance to customers. You will troubleshoot issues, document resolutions, and guide users through step-by-step solutions while coordinating with Level 2 engineers for complex problems.

This role requires a BE/BTech/MTech or equivalent, 4–9 years of troubleshooting experience, strong communication, and proficiency in MS Office. Shifts align with US time zones IST.

Qualifications

• Must have engineering degree
• 4-9 years of technical troubleshooting experience
• Ability to work in shifts across US time zones (IST)
• Strong verbal and written communication skills; proficiency in MS Office
• Good interpersonal skills and ability to work independently or in a team

Responsibilities

• Provide first-level technical and application support via phone and email
• Understand issues and document resolutions thoroughly
• Troubleshoot real-time cases using knowledge-based articles
• Guide customers through step-by-step solutions and escalate to Level 2 when needed
• Collaborate with Level 2 engineers to resolve complex problems
• Contribute to SOPs and updates; adhere to SLA and FCR targets

Skills

Engineering degree

4-9 years experience

Shift work

Verbal & written communication

MS Office (Excel/Outlook)

Interpersonal skills

Team player

Salesforce CRM

Education

BE / B.Tech / M.Tech / BCA / MCA / BSc(IT/Cs)

Tools

Salesforce CRM

Job description

Technical Support Specialist 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.

What will you do?

• 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 elevate unresolved issues 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 are we looking 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 6.30pm 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

Knowledge, skills, and abilities required:

• < >Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU etc, is preferred
• Good understanding of electricals and ability to read and interpret the wiring diagrams
• Strong customer service know-how
• Salesforce CRM usage will be an added advantage

Information Security Responsibilities:

• < >Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets
• Adhere to JCI product security standards and guidelines for secured software product development
• The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements
• Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes
• Any software that is acquired illegally or does not have a valid license shall not be deployed or used.
• Copying of third party materials without an appropriate license is prohibited
• The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law
• Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets
• All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel

Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.