Technical Support Technician

ASSA ABLOY • Orlando, FL

3d • Onsite

About The Position

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, the global leader in access solutions. Traka Americas, a division of Global Solutions, is the manufacturer of electronic key management systems and a leader in intelligent key management systems and locker solutions. The Technical Support Technician, Level 1 will be a valuable member of the Technical Support Team, providing technical support and subject matter expertise for key management systems to partners and customers. This is a customer-facing role requiring excellent customer service skills, with hands-on technical support experience in electronic security systems, software applications, and IT/networking.

Requirements

• 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.

Nice To Haves

• Certifications in Networking (TCP/IP)

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree