FSC Technical Support Engineer-Remote

Build your best future with the Johnson Controls team 

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! 

What we offer

• Competitive salary

• Paid vacation/holidays/sick time - 15 days of vacation first year plus 5 days sick-time, holidays and 3 flex-holidays

• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

• Extensive product and on the job/cross training opportunities with outstanding resources

• Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy

What you will do

Under limited supervision, provides remote technical support to JCI service providers and authorized distributors/representatives with solutions to diverse technical problems and applications relating to building automation and control systems, controls related networking and database management, and other related required technologies. Support is provided primarily via Microsoft Teams, live phone analysis, and remote interrogation. Some onsite analysis may be required.

How you will do it

• Analyzes and troubleshoots application, communications, network, and control system problems and effectively communicates solutions to JCI employed service providers and authorized distributors/representatives.
• Analyze and interpret Wireshark MS/TP or BACnet over IP captures to troubleshoot field reported problems. Be able to discuss and recommend field changes or adjustments based on the Wireshark Capture analysis.
• Work directly with product teams and/or with FSC L2 teams with regards to new product development or existing product maintenance, product testing, providing subject matter expertise to the Field Support Level 1 team on these products.
• Troubleshoot third-party control system integrations issues.
• Provide technical, application, and process instruction when callers have limited training or experience.  This can be done through live mentoring, or proactive learning content such as Just In Time training videos or SDB articles.
• Escalate field training needs to branch management when the lack of field knowledge to perform field tasks trends are identified
• Configures and maintains Metasys Equipment in a private and/or shared lab configuration with all products necessary to replicate on-site situations for the objective to simulate conditions in the field.
  • Labs to include, but not limited to, some virtualized PC configurations for all supported platforms, private networks, wireless networks, all current and legacy JCI controller products, and all required power systems and wiring. 
• Documents all symptoms, root causes, and identified solutions into a comprehensive Call Tracking Database and, when appropriate, into a centralized knowledge database.
• Maintain and continuously improve skills on all technologies required to support JCI automation and controls products including JCI current and legacy hardware, IT support techniques and tools as well as JCI developed technology, hardware, and diagnostic tools.
• Maintain and continuously improve skills on all JCI automation and controls products as they evolve. Interface with Johnson Controls engineering teams to provide field feedback for software enhancements and issues 

Qualifications - External

What we look for

Required

• Bachelor’s degree in the electrical/mechanical engineering and a minimum of 5 years of field technical experience.  Alternatively, an associate's technical degree with a minimum of 7 years of field technical experience.  
• Strong understanding of JCI Controls products and technologies.
• Strong understanding of BACnet Protocols and BACnet in Metasys System Extended Architecture.
• Extensive PC software and hardware skills.
• Strong knowledge of HVAC systems and applications.
• Strong understanding of Building Automation Systems design and maintenance.
• A good or strong understanding of JCI wireless systems along with JCI Controllers and sensors.
• A good understanding of Wireshark configuration and troubleshooting for both MS/TP and BACnet over IP capture, along with experience in analyzing the capture and providing guidance based on findings.
• Understanding of ASHRAE standard protocols used in HVAC and automation products.
• Strong understanding of AC and DC circuits.
• Strong communication skills as they apply to convey very technical information to callers at all levels of technical competency.

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, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.