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. 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.
