The Technical Product Support Specialist provides technical support for JCI Access control and video products, ensuring customer satisfaction through troubleshooting software, hardware, and network issues, as well as delivering product training and writing user guides. This role also requires excellent customer service skills and the ability to manage multiple projects efficiently while possibly being on-call after hours.
Responsibilities
- Provide Technical customer support on JCI Access control/ Video products
- Logging and keeping detailed records of support cases
- Excellent triage open cases and troubleshooting skills,
- Resolve customer issues while scheduling time for proactive activities
- Troubleshooting software, hardware and Network issues
- Delivering technical product training on hardware or software applications
- Resolve customer issues while scheduling time for proactive activities
- Occasional on-call after-hours work may be required as needed by the customer.
- Writing technical Troubleshooting guides, user guides & product release notes
Who we’re looking for
- 1-3 years of working in a customer-facing role
- Process and systems-oriented; you’re always looking to improve efficiencies for scale.
- Confident and personable; you’re able to handle customer challenges with ease.
- Organised and efficient: you’re comfortable managing multiple work streams at once.
- Excellent written and oral communication skills, with proficiency in English.
- Excellent customer service skills and ability to quickly establish technical credibility with customers.
- Analytical; you’re extremely data-driven and have strong attention to detail.
- Creative problem solver: you relish finding new ways to overcome obstacles.
- Self-learner: you don’t wait to be told what to do, you’re action-oriented.
- Cross-functional team experience including technical and non-technical roles.
- Proven experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Experience with microservices architecture and related technologies (e.g., Docker, Kubernetes)
- Proven Experience of troubleshooting network issues
- Proven Experience with Virtual Platform as VMware, Hyper-V or Nutanix
- Ability to travel up to 20%.
Nice to have.
- Bachelor’s degree in computer science or equivalent
- Cybersecurity or ITIL Certification
- Experience of Linux including shell scripts
- Experience of SQL
Top Skills
Linux
SQL
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If asked to name the birthplace of the RMS Titanic, you might not say Belfast. Similarly, if asked to name Europe's leading destination for foreign direct investment in new software development, Belfast might not come to mind. Yet, both are true. The city has emerged as a tech powerhouse, recently ranked among the best in the U.K. for tech careers — especially for software developers. It also leads the U.K. with the highest percentage of software development jobs advertised.
