Technical Support Representative I

About the role

Johnson Controls is a global leader in thermal management, mission‑critical building systems, energy efficiency, and decarbonization. In this Technical Support Representative role you will support emergency operations and security monitoring activities that 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 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.
• Verify alarms, confirm details with customers and partners, and remove 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 processes daily by reviewing procedures, updating contact information, and using candid follow‑up to strengthen future response.
• Collaborate 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.

Pay

Hourly range: $29.96 – $38.53 (determined by education, experience, knowledge, skills, abilities, internal equity, and market data).

Benefits

This position includes a competitive benefits package.