POSITION OVERVIEW
dormakaba is seeking an Advanced Systems Technician (Level 2) to join our team. This position is responsible for supporting AWS Cloud applications, support and handle CS Escalations (level 2). The Level 2 System Technician will also be required to support the critical functional groups of dormakaba which are Engineering, Technical Support (Level 1 Domestic and international) and Sales (Domestic and international).

PRIMARY DUTIES
TECHNICAL SUPPORT (Advanced Level)

• Provides technical support of advanced complexity by performing software/network/hardware troubleshooting to isolate and diagnose problems.
• Provides technical support to our level 1 technicians and installers of advanced complexity
• Acts as the interface between customer & 3rd party integrated product suppliers on hardware/software issues
• Possesses the ability to interface with the customer concerning product functions and requirements, data analysis, yields and defect reporting, etc.
• Understands SQL scripts, have ability to write and modify scripts as needed.
• Coordinates all software upgrades with customer Engineering & CS functions
• Creates and maintain related deployment procedure documentation
• Collects/Reviews/Marks-up building plans for Messenger projects

NEW PRODUCT INTRODUCTION (NPI) SUPPORT:

• Works in conjunction with Engineering and Product Marketing to coordinate activities and efforts to bring product to market as quickly as possible while meeting the demands of customers:
• Participates in performing software quality control and testing on release of new versions of software
• Works together with the other Customer Service functions (Installation, Technical Support) to create and continue improving our support processes, procedures, test and deployment protocols to improve efficiency and service level
• Communicates internally to the Hardware, Firmware and Software Engineering teams on the issues detected during system testing. Work together to resolve to determine root cause and the corrective action in a timely manner
• Responsible for alpha/beta product deployments, providing installation and customers support as required, documenting findings in the Beta Site Report
• Responsible for training internal/external dormakaba Customer Service staff, including International RMOs/Distributors of new Lodging Products and features

REQUIREMENTSTECHNICAL QUALIFICATIONS:

• Experience in Windows Operating Systems, Microsoft Office Suite, VPN, Visio, SQL, Windows networks using TCP/IP
• Experience in system level testing, servers, and software application testing
• AWS Cloud Experience
• Familiarity with configuration and management of web/application servers (IIS)
• Troubleshooting and problem-solving ability

SOFT SKILLS

• Demonstrate analytical expertise including ability to plan, resolve problems effectively, and establish priorities
• Ability to communicate product benefits & technical features verbally & via email
• Professional & patient telephone demeanor; Proficient in handling customer complaints
• Prepared to travel extensively throughout North America & occasionally outside North America

EDUCATION & EXPERIENCE

• College Degree or equivalent industry experience in information technology, or other relevant field.
• AWS Cloud certification
• 3-5 years technical network support/troubleshooting

CRITICAL SUCCESS FACTORS

• Candidates who embrace dormakaba’s core values will be most successful in our organization: Trust, Customer First, Curiosity, Courage and Performance
• Team player and strong collaborator
• Problem solver (always brings solutions, enjoys challenges)
• Dependable (reliable and follows through on commitments)
• Interpersonal skills, good listener
• Attention to detail, patience, and a positive, customer-centric attitude
• Strong ability to investigate and solve complex problems outside their realm of expertise: comfortable investigating unknown issues

WE OFFER

• An opportunity to work in global company with a family culture and strong core values (Trust, Customer First, Curiosity, Courage and Performance)
• Competitive pay with great benefits options (Medical, Dental, Vision, Life and Disability insurance, 401k), Paid Time Off and Holiday Pay
• Career fulfillment with growth and development opportunities
• Employee discounts (online discounts for shopping, travel, insurance etc.) and much more!

The Federal Executive Order 14042 on COVID-19 requires* all current and new employees of government contractors to comply with one of the following on or before the Federal deadline date:*

• Received their final vaccination dose – either their second dose of Pfizer or Moderna, or single dose of Johnson & Johnson OR
• Submitted a medical exemption/accommodation request for approval OR
• Submitted a religious belief exemption/accommodation request for approval.

dormakaba is a federal contractor which means all our team members must comply with this order by the Federal deadline to start and continue employment with us. Our Talent Acquisition team will confirm the Federal deadline date at the time an offer is made to help ensure compliance.dormakaba USA Inc.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off

Schedule:

• Day shift

Education:

• Bachelor's (Required)

Experience:

• technical network support/troubleshooting: 2 years (Required)

Work Location: Remote

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