• Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues. • Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner. • Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues. • Maintain detailed records of incidents, solutions, and workflows in the ticketing system. • Assist with system updates, installations, and user onboarding for new software and hardware. • Ensure compliance with regulatory standards and internal IT policies. • Support key customers and maintain positive relationships, providing updates and guidance as needed.

• Provide technical support via phone, email, chat, and ticketing platform. • Diagnose and resolve customers' technical issues efficiently and professionally. • Log and document all technical issues and resolutions in our ticket management system. • Collaborate with internal teams to resolve complex issues and continuously improve our products and services. • Contribute to the creation and maintenance of our knowledge base to facilitate customer self-service.

• Support the dedicated Fire Remote Solutions and Services team within Johnson Controls and other Business Units as required. • Provide remote diagnostic and technical reporting/support for customers, Johnson Controls technicians and authorized contractors. • Generate field service work orders when unable to resolve customer issues. • Keep up to date on changes and new developments in products and technology. • Create detailed documentation/incident reporting of troubleshooting and diagnosis of customer equipment. • Deliver routine and on time reporting to the customer regarding their system, status, health, and compliance status. • Perform other custom support functions as stated in customer contracts as it relates to compliance or their fire alarm systems. • Perform remote upload/download of panels.

• Troubleshooting and collaborating cross-functional teams to resolve highly complex software and technical issues • Consulting with clients directly to target root cause and drive timely resolution • Taking ownership of identified technical issues, finding the root cause and resolving issues at their core • Qualifying and determining priority for development issues, communicating business impact to Product Management and Development teams for appropriate triage of high impact issues • Assisting with communication and testing for scheduled maintenances on application infrastructure, feature releases, and major application impacting events • Owning issues and escalating as necessary; driving resolution with speed and agility to match the urgency of the customer