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Special Services Group Helpdesk Specialist job in Toronto

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Job Ref:  1617556
Employer:  Tyco
Country:  Canada
County/State:  Ontario
City:  Toronto
06/10/2016 22:12

Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 117,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms

Special Services Group Helpdesk Specialist

About the role:

The position exists to ensure that all services that are related to the March DVR Camera and DMP Intrusion systems are fulfilled to the level of the SLA (Service Level Agreement) expectations for clients with a National and/or full service maintenance agreement. Also meeting and maintaining an ongoing relationship fulfilling all client expectation of image retrieval as well as ensuring accounts are serviced on a regular basis.

  • Respond to client requests – Graphic evidence handling and technical support.
  • Equipment health monitoring – Track and notify customer in real-time of all service issues discovered on a daily basis. Interface between client and National installation and service team service calls/testing commissioning of new accounts.
  • Data entry and maintenance of accounts, first tier technical support ensuring 100% client satisfaction on an ongoing basis.
  • Additional tasks as assigned.
  • Rewards and benefits

We’ll expect a lot from you, but we’ll also make sure we recognize and reward your contribution. And we’ll always do everything we can to help you achieve a healthy work-life balance. Wherever you join us, you’ll find we have a range of benefits and rewards designed to help you be at your best both in work and out of it.


Who we’re looking for

Education A minimum of grade 12 education or equivalent.

  • Troubleshooting and technical aptitude for hardware, software, networking and security system issues. Call Centre or other front line customer service experience.
  • Familiarity with MS Office, Outlook, Windows OS, presentation software; Prior experience in security, experience with BOLD, Mastermind Indigo, March Networks, Remote Link are assets.
  • Fast paced environment, can be stressful at times, and extended periods of sitting at a computer station. High expectations for service as well as the completion of service requests in a timely fashion.
  • Shift work involved 8 or 10 hours with some overtime required when the need arises.
  • Clear criminal record required
  • Reporting Structure This position will be reporting to the CMC Team Manager on a 24/7 basis.

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