Technical Support Representative
Johnson Controls is a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization. We help 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.
Role Overview
In this role, you will support emergency operations and security monitoring activities that help protect people, property, and critical environments. You will handle incoming alerts, alarms, and customer requests; coordinate response actions with guards, emergency services, customers, and internal teams; and maintain accurate records and reporting across security and emergency operations workflows.
Key Responsibilities
- Respond to emergency operations events including elevator entrapments, duress activations, 911 calls, code blue events, fire alarm activations, and active shooter notifications.
- Use Everbridge and emergency notification workflows to help manage alerts and communicate pertinent information to the OS Emergency Response Team and other stakeholders.
- Dispatch guards, emergency services, and customer notifications in accordance with established procedures.
- Contact customers to inquire about unusual events, confirm details, and support timely follow-up.
- Document incident activity, alarm events, subscriber calls, and customer interactions in PC-based systems.
- Support key request processing, occupancy reporting, procedure updates, and location contact file updates.
- Provide overflow support for Front Desk Personnel when needed.
- Monitor alarms, access control, intercom, and CCTV systems and take appropriate action based on event type and priority.
- Work with guards, property management, and engineers to verify circuits are signaling normal operation.
- Troubleshoot security devices in HQ and support field technicians and customers with technical issues.
- Provide monitoring and testing support during emergency operations exercises and events.
- Read, interpret, and record signals received from customer premises and escalate issues as needed.
- Create, schedule, and track service calls with the service manager or coordinator, customers, and technicians.
- Track pending activities, maintain daily status updates, and provide a clear account of open items to the team.
- Monitor the status of OCC offices nationwide and notify OS personnel of event posts in Everbridge.
- Program and re-program access control and CCTV video systems as required.
- Research alarm events through video, access control, and IDS systems to support accurate resolution.
- Update restricted data such as phone numbers, access cards, and temporary access permissions for employees or contractors.
- Respond quickly and precisely to incoming phone calls and assist customers by phone or email with technical questions, or route them to the appropriate OS personnel.
- Prepare and submit activity and history reports to customers as requested.
How You Will Do It
- Own each event from intake to resolution with accountability, accuracy, and a strong sense of urgency.
- Stay close to the work by verifying alarms, confirming details with customers and partners, and removing obstacles to a timely response.
- Use calm, clear communication and precise documentation so every alert, call, and incident can be tracked and acted on.
- Improve every day by reviewing procedures, updating contact information, and using candid follow-up to strengthen future response.
- Work as one team with guards, engineers, property management, technicians, and internal response groups to keep operations moving.
Qualifications
- University degree and 1 year of suggested minimum experience, or a 2-year degree and 6 years of suggested minimum experience, or an equivalent combination of education and experience.
- Experience in a customer support, security operations, emergency response, or alarm monitoring environment.
- Ability to handle a high volume of phone work while responding quickly and professionally to urgent events.
- Strong typing, reading, speaking, and writing skills.
- Ability to take verbal and written instructions and follow established procedures and guidelines.
- Comfort using PC-based systems to document activity, track service calls, and maintain accurate records.
- Ability to communicate effectively with customers, guards, technicians, and internal teams.
- Analytical mindset with attention to detail and the ability to manage multiple priorities in a fast-paced setting.
Nice to Have
- Experience with Everbridge, NC4 alerts, access control systems, or CCTV video systems.
- Background in a security operations center, alarm receiving center, or similar monitoring environment.
- Experience supporting emergency exercises, incident reporting, or service call coordination.
- Familiarity with programming or re-programming access control and video systems.
Why Join Us
At Johnson Controls, your work supports critical operations where performance really matters. You will be part of a global organization backed by advanced technology, lifecycle services, and a strong field network, helping customers operate with precision, resilience, and confidence every day.
If you are ready to contribute to high-impact emergency and security operations, we encourage you to apply.
HIRING HOURLY RANGE: $29.96-$38.53 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background 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, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson 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.
