Technical Support Specialist III

Job Description

T e c hn i cal Su p p o r t Sp e c ia li st Wha t y o u w il l d o ? D u t i e s an d r e s pon s i bi li t i e s P r o v i d e t e ch n ical a n d ap p licati o n su p p o rt v ia p h o n e a n d em ail a s per the q u e u es and c u st om er n e e d s U nd ers t a n d t h e issue r ep o r t e d and e n su r e accu r a te re s o l u t i o n is p r ov i d ed to t h e cust o m e r s, b ack e d w i th c om p l e t e d o c u m entat i o n D e v e l o p s k ills o n ana l y tical th in ki n g and h o listic pro b l e m s o lving o f t e ch n ical i s su e s t o tr o ub les h o o t real - ti m e ca s es, i n cl ud i n g t h e c o r r ect u s e o f k no wled g e - b a s ed arti c les C o n tri bu t e s t o S O P s, n e w p r o ced u r e s and u pd at e s as n e e d ed W o r k s c l o se l y w i th L e v el 2 En g i n e e rs / t e a m t o c om m u n icate a n d r ecr e a te c u s t om er iss u es ( in la b ) a n d s o l v e c o m p lex p r o b l e m s t o p r o v i d e cu s t o m e r s w ith an al l -i n - o n e su p p o rt a n d s o l u t i o n e x p erien c e A dh erence t o specif i c d a y - t o - d ay w o r k i n stru c ti o n s c a se m a n a g e m ent in S a l es f o r ce, re p o rti ng , m e e t i n g t h e S L A s a n d F C R (Fi r st Call R e s o l u ti o n ) t ar g e ts specif i ed by the i n -li n e M a n a g er U nd ers t a n d t h e pro du ct H o w y o u w i l l do i t ? Ex pe ri en c e r equ ir ed T e ch n ical e x p erie n ce ( fiel d ) o f 4 - 9 y e a rs in t r o ub les h o o ti n g be l o w o B u il d i n g m a n a g e m ent S y s t e m s ( B M S)/E n ergy M a n a g e m ent Sys te m s( E M S) which i n cl ud es C h illers, Ch i lled wa t er s y s t e m s, Air Ha nd li n g Un i ts (A H U), R oo f T o p Un i ts ( RTU), V ar i a b le Air V o l um e(V A V) and Fan C o il U n its(FCU) o C o mm un ic a ti o n p r o t o c o l l i ke BAC n e t, M O D BUS k n o w l ed g e will b e an ad d ed a d v a n tage o H o t Wat e r s y s t e m and B o i l ers b asics o U nd ers t a nd i n g o f wiri n g d i a g ram is a m u st I n f o r mation S e c u ri t y R e s p on s i b i l i t i e s A dh ere t o JCI p o l i cies, g u i d eli n es a n d p r o ced u res per t ai n i n g t o t h e p r o t e c ti o n o f i n f o r m a ti o n asse t s A dh ere t o JCI p r o du ct s ec u rity s tan d ar d s and g u i d eli n es f o r s e cu r ed s o f t ware p r o du ct d e v e l o pm ent The s o f t ware, licen s es, sh a ll be d e p l o y ed and u s ed o n ly in ac c o r d a n ce w ith JCI li c ensi n g a g re e m ents U n less p r o v i d ed in the ap p l ica b le licen s e, n o tic e , o r a g re e m ent, c o p y ri gh t e d s o f t ware sh a ll n o t be dup licat e d , e x cept f o r b a c k u p and arch i v al pu r p o s es A n y s o f t w a r e that is ac qu i r ed il l ega l ly o r d o es n o t ha v e a v al i d licen s e sh a ll n o t b e d ep lo y ed o r u sed. C o p y i n g o f th i rd par t y m at e ri a l s w i th o u t an ap p r o p ri a te license is p r o h i b it e d The e m p l o y e es, c o n tr a c t o r s o r th i r d - p arty p ers o nn el s h all n o t c o py , e x tract o r r e p r o du ce in a n y wa y , c o p y ri gh t e d ma t erial f r o m t h e I n t e r n e t o n in f o r m ati o n s y s t e m s pr o v i d ed b y o r g a n i z ati o n , o ther than pe r m it t ed by c op y ri gh t law Im p l e m ent a pp r o p ri a te p h y sical and t ech n ical s afe g u ar d s t o pro t ect t h e c o n fi d e n tial i t y , in t egr i ty a n d a v ai l a b ility o f in f o r m a t i o n ass e ts A l l e m p l o y e e s, c o n trac t o rs a n d t h ird parties sha l l be r e sponsi b le t o r ep o r t all in f o r m at i o n s e cu r ity i n ci d ents, ale r ts, warn ing s a n d sus p ec t ed v u l n era b ilit i es, in a ti m ely m a nn e r , and share such i n f o r m a ti o n o n ly w ith a u t h o ri z ed per s o nn el Wha t w e l oo k f or ? Q ua li f i c a t i ons B. E / B. Tech / M . T e ch M e c h a n ical E ng i n e e ri n g Kno wl ed g e , sk i l l s, an d a b i l i t i e s r equi r e d G oo d K no wled g e o f HV A C Eq u i p m ent l i ke c h il l er, R T U , FCU, A H U e t c . G oo d u nd ers t a nd i n g o f e l e ctricals A b le t o r e ad and in t erp r et the w ir in g d ia g r a m s G oo d v erb a l a n d w r i t t en c om m un icati o n s k ills (e m ail writi n g s k ills) Basic l e v el o f p r o ficie n cy in M ic r o s o ft O ff i ce Ex c el and Outl o o k Str o n g c u s t o m er se r v ice k n o w - h o w Escalat i o n M a n a g e m ent G oo d inter p e r s o n al a n d p r o b l e m -s o l v i n g s k ills A b ility t o w o rk in d epen d e n tly and / o r in a t e a m en v i r o nm ent A b ility t o w o rk in s h ift s all ti m e z o n e in US ( p r i m ar i ly 6 . 3 0 p m to 3 . 30 a m IST) S a lesf o r c e C R M usa g e will b e an ad d ed ad v a n tage