Field Technician - Access Control

JOB SUMMARY: 

The primary duty of our Hybrid Field Technician is to provide local service to our customer base, support customer relationships by working with local corporate test environments, as well as projects in different phases. Other responsibilities include Help Desk support as well as scheduled remote software installation, hardware configuration and integrations.  This job requires a mix of soft personal skills along with deep technical knowledge paired with strong diagnostic skills. You will be responsible for establishing rapport and comfort with customers as well as deploying, monitoring, diagnosing, and repairing a large software suite with an even larger array of hardware types. 

DUTIES AND RESPONSIBILITIES: 

• Customer service-oriented approach with importance on understanding customer operation procedures 

• Daily Tasks: Respond to requests for assistance whether on site or via phone, and document incidents in Service Now.  Assist with scheduled Professional Service tasks. 

• Provide hardware and software solutions to solve customer access control scenarios 

• Documentation of work in call reporting system. 

• Build local support base by visiting with customers, offering support contracts and performing courtesy visits. 

• Performing advanced troubleshooting on AAGS proprietary products and software 

• Exercise professional judgment to discern customer concerns and needs for complex systems 

• Provide feedback to property personnel and internal superiors on resolution/next steps 

• Retrieve logs and provide detailed technical descriptions for bug reporting 

• Work independently with little oversight or support in remote locations 

• Collaborate with and support other departments as needed 

• Available for on-call assignments on a rotating schedule basis 

• Support and assisting AAGS certified contractors on-site and remotely 

• Manage high pressure situations with a professional demeanor 

• Provide high level end user support remotely or on-site 

• Other duties and special projects as assigned 

SKILL REQUIREMENTS AND PERFORMANCE CRITERIA 

• 3 to 7+ years of customer support or field technical experience 

• Must be flexible with scheduling 

• Primary local support but may be asked to travel occasionally for training or customer support. 

• Exceptional organizational skills 

• Conscientious professionalism 

• Excellent customer service skills 

• Strong diagnostic/critical thinking skills 

• Clear and concise written communication 

• Understand Basic server / client relationship 

• Understanding of user authentication and privilege controls 

• DHCP and DNS in determining network identities 

• Use of basic network troubleshooting tools (Netstat, Ipconfig, Wireshark) 

• Basic low voltage systems (Voltage, Amperage, NO and NC contacts) 

• Comfortable with multiple tools / hand tools 

PREFERRED PROFESSIONAL SKILLS:

• Advanced knowledge of Windows, Windows server, VM OS and environments 

• Strong knowledge of Apple iOS 

• Strong knowledge of Android OS 

• Strong knowledge of wireless signal and RF networks 

• Familiar with IoT devices 

• Comfortable with multi-meter (Voltage, Amperage) 

• Previous technical/field support experience 

• Ability to read floor plans and electronic wiring schematics 

• Previous experience Service Now, Concur, and Microsoft Dynamics AX 

EDUCATION/CERTIFICATE:

• IT certifications 

• Bachelor degree or work experience equivalent