Field Service Technician II

What You Will Do Be empowered and accountable in providing advanced technical support and resolutions at a 2nd level to exceed end-user expectations per Service Level Agreement metrics. Demonstrate independent troubleshooting and decisive problem solving. Be proactive in leveraging internal and external resources to help achieve and resolve incidents and complete goals. Provide immediate technical support and solutions for office environments, manufacturing facilities, and warehouses. Create, follow and promote defined ITIL, and cyber security procedures and policies. Provide on-call support required as needed, maximum 5 days per month. Assist in assigned projects to drive operational and/or IT improvements. Follow and promote defined ITIL procedures. Provide basic support of network, server, security, and application infrastructure. Perform root cause analysis to eliminate reoccurring incidents. Execute defined IT software and hardware lifecycle processes including ordering, tracking, deployment within defined performance metrics. Install technology hardware and software that fulfill user requests according to standards or requirements. Work directly with Cybersecurity to keep VLM levels out of risk. Perform other assigned operational duties. What You Need To Succeed A minimum of 2-5 years’ work experience supporting Manufacturing and Office environments, specifically a high level functional and technical working knowledge of Microsoft Windows, Apple OSX, Microsoft Office Suites and Microsoft Software (SharePoint, Teams, Visio). Mobile operating systems; Apple iOS and Android. Must have outstanding and highly professional verbal and written communications skills and be effective at communicating highly technical issues in a non-technical manner, considerate of each customer's focus and priority. Experience with PC Hardware troubleshooting, mainly Dell equipment. Basic Audio-Visual Support experience. Experience with handheld scanners preferred. Experience supporting label, laser, and multifunction printing. Broad technical IT knowledge and awareness of industry trends. Operational Excellence – Root Cause Analysis, process, risk reduction, security and controls, change management. Knowledge of OT technologies a nice to have, not required (PLC’s, SCATA, etc) Working in cross-functional teams and the ability to work as part of a virtual team. Ability to multitask and prioritize effectively. Candidate must be a self-motivated problem solver operating with limited supervision to help achieve goals for a global team. Job requires 10% travel local to central Indiana and out of state travel up to 3 weeks a year. A high school diploma or the equivalent is required. Strongly Sought Candidate Skillsets Include Experience supporting manufacturing environments with industry leading network security processes and procedures in place. Experienced with security tools such as Fortinet, CrowdStrike, Netskope, Cisco VPN and ISE is a plus. Work related skillset involving IT/OT infrastructure support in a previous role. CompTIA Network+ or Security+ preferred, not required. What You’ll Get From Us Health, dental and vision insurance coverage, helping you “be safe, be healthy”. A commitment to your future with a 401K plan, offering a 6% company match and no vesting period. Tuition Reimbursement. Competitive paid time off. Employee Discounts through Perks at Work. Community involvement and opportunities to give back so you can “serve others, not yourself”. Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching. Allegion is an equal opportunity and affirmative action employer. #J-18808-Ljbffr