Technical Support Technician
4 weeks ago
**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 **52,000 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, 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, 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.
**What you will do**
- Provide remote technical support to end users and certified partners in the Americas region.
- 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 Manager from time to time.
**What we expect of you**
- College degree in a technical / engineering field or equivalent experience.
- 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
- 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.
**Application**
**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 61,000 colleagues in more than 70 different countries, we help billions of people experience
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