Security Customer Technical Support Representative

About the role

Johnson Controls helps protect people, property, and critical operations. In this role, you will support bank security and physical security equipment with a focus on keeping electronic security systems reliable, functional, and aligned with company standards.

Role Overview

We are looking for a customer-focused security systems professional to provide coordination, maintenance, and technical support for Corporate Security electronic security systems. You will work across alarm, digital video, and card access environments, coordinate with vendors, and help ensure security deliverables are implemented according to company standards and industry best practices.

Key Responsibilities

• Provide coordination and maintenance support for bank security and physical security equipment.
• Deliver technical support and diagnostics for complex alarm, digital video, and card access systems.
• Program, maintain, and update information for Corporate Security electronic security systems.
• Initiate service calls for video, alarm, and card access system repairs.
• Remotely program system maintenance and repairs for vendors while service is being conducted.
• Identify potential issues or concerns with electronic security systems and escalate unresolved risk items as needed.
• Work with vendors to help ensure the electronic security program remains well maintained and fully functional.
• Build and maintain positive working relationships with peers, managers, clients, integrators, vendors, tenants, and other partners.

How You Will Do It

• Take ownership of support activities with safety, integrity, and accountability, and escalate issues quickly when a risk cannot be resolved independently.
• Stay close to the work by using diagnostics, remote programming, and vendor coordination to keep systems operating effectively.
• Use practical judgment, clear communication, and steady follow-through to resolve problems and keep stakeholders informed.
• Look for small, continuous improvements in system support, documentation, and service response so performance gets better over time.
• Work as one team across internal partners and external vendors, building trust through responsiveness and collaborative problem-solving.

Qualifications

• Three or more years of technical system support experience.
• Experience with video intrusion, alarm, and access control management systems.
• Ability to evaluate possible solutions using experience, judgment, and precedents while working under moderate supervision.
• Ability to resolve issues quickly or escalate appropriately when needed.
• Strong verbal and written communication skills with the ability to communicate complex information in a straightforward manner.
• Strong organizational, project, and time management skills.
• Demonstrated ability to learn multiple software applications and advanced proficiency with Microsoft Office software products.
• Where legally permissible, if hired, you must be fully vaccinated against Covid-19 no later than your start date, unless you have a valid medical condition or sincerely held religious belief that precludes vaccination.

Nice to Have

• Professional certification in the security industry, such as ASIS Physical Security Professional or similar.
• CPTED (Crime Prevention Through Environmental Design) training.
• Advanced experience with Microsoft Excel, including the ability to work with large datasets.
• Pacom-gms and emcs/ dmp remote link.
• Verint Vid Center and Op Center.
• March Networks Admin Console and Investigator.
• Honeywell ProWatch or Bosch RPS.
• IBM Tririga for service calls.
• Experience with ticketing management systems.
• Experience with normal office suite and Mastermind.