Remote Customer Support Engineer Jobs in Racine, WI

About Us:

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward

What we offer

• Competitive salary

• Paid vacation/holidays/sick time -15 days of vacation first year

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

• Extensive product and on the job/cross training opportunities

• With outstanding resourcesEncouraging and collaborative team environment Dedication to safety through our Zero Harm policy

• Company vehicle

What you will do

As Technical Support Engineer, you will support HVAC field engineers and technicians with a focus on IT-related troubleshooting. Provide level 2 technical support via phone, email and chat technology on Johnson Controls Direct Digital Controlsand Building Automation Systems (BAS) problems and applications. Full Time Remote work is available.

How you will do it

• Troubleshoot and resolve escalated server, network, control system problems and applications.
• Research, replicate, determine root cause and test solutions to field and customer reported problems.
• Create and document product application and problem solution articles and videos in a support Knowledge Base.
• Document accurate case records of customer issues, status progress and problem resolutions utilizing Salesforce CRM.
• Manage the action plan of cross functional teams to resolve escalated customer or systemic product issues.
• Team with development engineering and 3rd party suppliers to expedite field reported problems to resolution.
• Provide technical review of new products and associated literature for accuracy, completeness, and troubleshooting content.
• Perform remote and onsite customer technical support as needed.
• Participate in and provide technical support on new product Alpha & Beta test sites.
• Coordinate Beta testing and deployment of software patches.

What we look for

Required

• Degree or diploma in Computer Science, Engineering, Information Technology or related field with 6+ years of related technical support experience. A combination of education and experience will be considered.
• Diagnostic and troubleshooting skills, problem solving skills, creativity, and an ability to learn quickly.

Preferred

• One or more related certification is an asset: CCNA, MCSE, Network+, or Security+.
• Experience with MSP (Managed Service Provider) is a plus.
• Windows Server configuration and administration, Active Directory and IIS.
• Microsoft Server, SQL Server and Desktop Operating Systems installation and configuration.
• Wireshark, SQL Server Management Studio, VMWare and Hyper-V.
• Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, SMTP, TCP\IP Networking.
• Knowledge of security protocols, secure communications, and certificates.
• Working knowledge and experience with Metasys is an asset.
• Knowledge of SQL database and script writing.
• Knowledge of Powershell scripting and/or other light programming experience.

HIRING SALARY RANGE: $85,200-118k(Salary to be determined by the education, experience,knowledge, skills, and abilities of the applicant, internal equity, and alignment with marketdata.) This position includes a competitive benefits package. The posted salary range reflectsthe target compensation for this role. However, we recognize that exceptional candidatesmay bring unique skills and experiences that exceed the typical profile. If you believe yourbackground warrants consideration beyond the stated range, we encourage you to apply. To
support an efficient and fair hiring process, we may use technology assisted tools, includingartificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions areultimately made by human reviewers. For details, please visit the About Us tab on theJohnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us

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.