Customer Support Specialist

About the Role

The role provides coordination and maintenance support for bank security and physical security equipment, ensuring that security deliverables are implemented in line with company standards and industry best practices. The employee will also serve as the primary interface with vendors to keep the electronic security program well‑maintained and fully functional. Key duties include delivering technical support and diagnostics for complex alarm, digital video, and card‑access systems; programming, maintaining, and updating information across all corporate security electronic systems; and initiating service calls for video, alarm, and access‑control repairs. The specialist will perform remote programming of system maintenance while vendors are on‑site, identify potential issues, and escalate risks that cannot be resolved independently. Maintaining positive relationships with peers, managers, clients, integrators, vendors, tenants, and other partners is also essential. • Coordinate and maintain bank security and physical security equipment. • Serve as primary liaison with vendors to ensure electronic security program functionality. • Provide technical support and diagnostics for alarm, video, and card‑access systems. • Program, update, and manage corporate security electronic system data. • Initiate and track service calls for video, alarm, and access‑control repairs. • Perform remote system programming and maintenance during vendor service. • Identify potential security system issues and escalate unresolved risks. • Foster positive relationships with internal teams, clients, integrators, and tenants. • Evaluate solutions using experience, judgment, and established precedents. • Manage projects and time efficiently while working under moderate supervision. • Utilize platforms such as Pacom‑GMS, Verint, Honeywell ProWatch, IBM Tririga, and ticketing systems.

Key Responsibilities

• ▸technical support
• ▸system programming
• ▸vendor liaison
• ▸issue escalation
• ▸service calls
• ▸security coordination

What You Bring

Candidates must have at least three years of technical system support experience, particularly with video intrusion, alarm, and access‑control management systems. They should be able to evaluate solutions using judgment and precedent, work under moderate supervision, and resolve or appropriately escalate issues. Strong verbal and written communication skills, organizational, project and time‑management abilities, and advanced proficiency with Microsoft Office—especially Excel for large data sets—are required. Preferred qualifications include professional security certifications such as ASIS PSP, CPTED training, and familiarity with platforms like Pacom‑GMS, Verint, Honeywell ProWatch, IBM Tririga, and ticketing management systems. • Apply at least three years of technical support experience in video, alarm, and access‑control environments. • Communicate complex technical information clearly in verbal and written forms. • Demonstrate advanced proficiency in Microsoft Office, especially Excel for large datasets. • Hold or pursue professional security certifications (e.g., ASIS PSP) and CPTED training.

Requirements

• ▸3+ years
• ▸video
• ▸alarm
• ▸access‑control
• ▸excel
• ▸asis psp

Benefits

The position offers an hourly salary range of $54,000 to $68,000, dependent on education, experience, and market data, along with a competitive benefits package. Johnson Controls is an equal‑opportunity employer that embraces diversity and provides accommodations for applicants with disabilities. As a global leader in building intelligence since 1885, the company delivers integrated systems and digital solutions that make buildings safer, more comfortable, efficient, and sustainable.

Work Environment

Office Full-Time