Technical Support Technician

Job description

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions . Every day, we reimagine how people move through a safer, more open world with ease . If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries , with over 62,000 colleagues around the world. Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in Traka Americas for a Technical Support Technician, Level 1. Part of Global Solutions, Traka Americas is the manufacturer of one of the world's first electronic key management systems. We are the global leader in innovative technology for sophisticated, intelligent key management systems and locker solutions. Traka operates in a wide variety of markets such as Healthcare, Education, Commercial Enterprise, Critical Infrastructure, Government, Hospitality & Gaming, and more. Traka products and solutions solve real-world problems by securing, managing and auditing the keys and equipment at the heart of a successful operation from small business to fortune 100 companies. Your Role in Keeping the Future in Safe Hands… As the Technical Support Technician, Level 1 for the Global solutions division of ASSA ABLOY, you will have the opportunity to become a valuable member of our Technical Support Team, making a genuine, positive impact in the lives of our colleagues and customers. Reporting to the Technical Support Manager , you will provide technical support and subject matter expertise for key management systems to partners and customers. You have hands-on technical support experience with electronic security systems, software applications, and IT/networking. This is a customer-facing role and always requires the highest level of customer service. What you will do… Provide remote technical support to end users and certified partners in the Americas region. Investigate and resolve issues with Traka hardware, running embedded Windows applications, web-based client software. Provide remote systems training as needed. Diligently recreate and troubleshoot issues experienced in the field or during support cases using lab equipment including hardware, software. Troubleshoot and diagnose issues through detailed analysis of system generated log-files. Read and interpret blueprints, diagrams, submittals, specifications, software/systems programs, schematics, and operational/product manuals. Perform remote software, database, and device upgrades in-line with agreed scope of work. Working closely with the Technical Support Manager to evolve technical support and service processes that improve customer experience and drive efficiency. Contribute product and feature development suggestions. Complete all service forms, reports and documentation and maintain CRM accordance with service management policy. Ensure that systems are serviced in accordance with Traka guidelines, requirements and both US and state laws. Perform other duties as assigned by the Supervisor/Manager from time to time. What we expect of you… College degree in a technical / engineering field or equivalent experience. Very strong technical acumen and diagnostic and fault-finding skills in software applications and hardware electronics / embedded systems. Strong practical knowledge and experience with Networking (TCP/IP) with certifications an advantage. Strong knowledge of Windows Operating Systems including Windows Server. Knowledge of installation and maintenance practices. Experience working with Enterprise Cloud environments including AWS, Azure. Experience operating in a Technical Support team working with ticketing systems and defined processes. A fanatical passion for customer service and operational excellence. Excellent communication skills with the ability to communicate at different levels within an organization. Excellent knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook. Highly organized and ability to prioritize workloads and tasks. Excellent oral and written communication skills. What you can expect from us… 15 days PTO in addition to federal holidays Health insurance Dental insurance Vision insurance 401k option Employee Assistance Program Laptop Generous and competitive total rewards package. Comprehensive and career-development resources to expand your skills and maximise your potential. Supportive and accessible leadership team and a solid values platform that underpins who we are and how we operate. Physical Requirements… Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols. Frequently required to sit, stand, walk, talk, hear, bend and reach. Ability to work with graphic display units, touchscreens, etc. Ability to lift, roll and carry demo equipment up to 50 lbs during travels - plane, vehicle, etc. Ability to travel and sit on a plane or car for extended hours. Application You can submit your application by clicking ‘Apply Now’. We will not consider application received via e-mail or through other channels. We will review applications continuously, so please apply as soon as possible. ASSA ABLOY Global Solutions is committed to ensuring equal employment opportunities for all applicants. Reasonable accommodations are available for qualified individuals with disabilities throughout the recruiting and hiring process. If you need assistance completing an application, participating in an interview, or otherwise engaging in the hiring process, please contact Human Resources to request an accommodation. Requests will be considered in accordance with applicable federal, state, provincial, and local laws. About Us Featuring four times in Forbes’ most innovative companies worldwide, we deliver innovative, safe, and convenient security solutions that provide real added value to our customers. As a group, our goal is to everyday help billions of people experience a more open world. We’re proud to boast leading positions across the majority of Europe, North and South America, Asia, and Oceania, offering products and services to our customers seeking solutions to their entrance and opening requirements, such as locks, doors and entrance automation. We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.