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We are seeking a Fire Monitoring Technical Support professional to join our Auckland team.

This role is responsible for servicing, maintaining, and installing Fire Monitoring equipment to ensure the effective performance of fire alarm systems. Your work plays a critical part in detecting and responding to fire emergencies, minimising risk, and protecting lives and property.

What We Offer

• Competitive salary package

• Fully maintained company vehicle, mobile phone, and laptop

• Onehunga-based position working alongside industry experts and technical leaders

What You Will Do

• Provide support for installation, servicing, and maintenance of Fire Monitoring equipment and associated systems

• Follow specialist technical instructions and requirements

• Produce accurate service reports and supporting photos

• Demonstrate understanding of telco protocols and IoT technologies

• Communicate effectively with customers upon arrival and before leaving the worksite

• Build and maintain strong customer relationships, with a deep understanding of customer needs and existing systems

• Commit to continuous self-development through study, research, and hands-on learning

• Report issues or changes to the Service Coordinator

• Offer technical insights to support business development initiatives

• Support and maintain IoT networks in collaboration with JCI Global support functions

• Ensure full compliance with JCI and legislative requirements, including reporting of EHS issues

• Maintain 100% compliance with the Johnson Controls Safety Health & Environment Management System (SHEMS)

• Travel interstate as required (including overnight stays)

• Provide network access, support commissioning and testing (FATS), maintain issues logs, manage firmware upgrades, perform UAT for system enhancements, troubleshoot fire panels, and complete data integrity audits

• Deliver policy, process, and procedural training across the Fire Monitoring Team, Team Leaders, and Management

• Support business unit objectives including cost control, traffic management, technical issue resolution, quality controls, training, and risk management

• Maintain the Business Continuity Plan and contribute to risk management and customer value-add initiatives

How You Will Do It

• Maintain and upgrade Fire Monitoring servers, including application updates, backups, testing, and implementation of new technologies in partnership with IT&T

• Configure fire alarm downloads and PC-based systems

• Participate in testing and upgrades for ASEs and Fire Monitoring network messaging changes

• Diagnose and rectify system failures

• Manage key commissioning data, including ESN#, IP addresses, and CDMA numbers

• Maintain the Fire Monitoring Business Continuity Plan

• Support IT&T initiatives related to Fire Monitoring

• Perform daily and weekly audits to ensure adherence to best practice, cost control, and continuous improvement

• Lead improvements across Fire Monitoring processes and procedures

• Identify and scope enhancements to MasterMind systems to improve operational efficiency and customer outcomes

• Deliver technical and MasterMind training to support team development

• Manage issues and reporting registers

• Participate in product enhancements and resolution of technical issues

• Undertake UAT for ASEs and MasterMind enhancements

• Complete ASE fault reviews and manage the returns process

• Deliver projects as assigned by the Fire Monitoring Manager

• Contribute to a safe and healthy workplace by following all emergency, security, and incident reporting procedures, and by actively managing your own wellbeing (e.g., micro-pausing, stretching, exercise)

What We Look For

• University Entrance/Year 12 High School Certificate or equivalent

• Experience with quality assurance, process improvement, and continuous improvement practices

• IT qualification and/or knowledge of fire alarm panels and automated fire monitoring devices

• Strong written and verbal communication skills

• Excellent problem-solving skills and ability to provide meaningful recommendations

• Proven ability to identify and resolve customer needs in a timely manner

• Strong relationship-building skills

• Solid understanding of customer service processes, systems, audits, and procedures

• Previous experience in security, fire monitoring, or call centre environments

• Experience managing small projects successfully

Applicants must have the legal right to work in New Zealand.

Please note: Pre-employment checks — including reference checks, medical assessment, criminal record check, and drug & alcohol testing — form part of our standard process.

If this sounds like the right role for you, Apply Now!

For more information, please contact Janis at janis.sotelo@jci.com

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