Support Technician, Property
Management

‘Be part of an innovative forward-thinking company’

Who We Are:

Originally, the manufacturer of one of the world's first electronic key management systems in 1994 - we are now the global leader in innovative technology for sophisticated, intelligent key management systems and locker solutions. We operate in a wide variety of markets such as Healthcare, Education,
Commercial Enterprise and Critical Infrastructure, Government, Hospitality 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.

Traka became part of ASSA ABLOY in April 2012, who are a more than 8 billion Euro organisation and the global leader in access solutions. Every day we help people feel safe, secure, and experience a more open world. ASSA ABLOY products can be seen and used everywhere you go in your daily life from brands such as Yale, Chubb and HID.

With its continued rapid growth, in January 2019 Traka became part of the Global Solutions division of
ASSA ABLOY which allows Traka to grow further globally, and leverage group developments, including
Cloud technologies.

We are always looking for diverse, talented, energetic people with integrity and the desire to succeed.
We are an equal opportunity employer offering competitive salaries and benefits in a team environment where you can freely speak across teams and departments to seek help and guidance.

Working for Traka means that you will be part of an agile environment, with innovative solutions to improve our customers' lives.

Your Opportunity:

A member of our technical support team; making a genuine, positive impact in the lives of colleagues and customers. Providing technical support and subject matter expertise for property management systems to partners, and customers. This is a customer facing role and always requires the highest level of customer service. The role will perform responsibilities in accordance with all company standards, policies, and procedures.

Who You Are:

You are highly technical, analytical, and curious about solving real-world problems through technology solutions. You are fanatical about customer service, take pride in your work, self-motivated and comfortable working unsupervised. You have the desire to not only resolve the customer’s issue but identify root-cause through detailed investigation, identifying trends and possess a mindset of continuous improvement that will drive innovation and operational excellence. You have hands-on technical support experience with electronic security systems, software applications, IT / networking, or a similar field.

Functional Competencies:

• Provide remote technical support to end users and certified partners in the Americas region.
• Investigate and resolve complex issues with Traka property management 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.
• Collaborate closely with DevOps and Engineering teams raising software bug tickets and clearly detail investigations and findings in JIRA.
• 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.
• From time-to-time, travel to customer sites for exposure to real-world problems and solutions, perform services and capture valuable VoC (Voice of Customer) that helps drive product and operational innovation.
• 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.

Essential skills:

• College degree in a technical / engineering field or equivalent experience.
• Very strong technical acumen and outstanding 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.

Desirable skills:

• Microsoft and IT networking / infrastructure certifications a major advantage - MCSE, MCP,

CISCO, CompTIA etc.

• Experience working with virtualization software and environments including Hyper-V, VMWare or similar.
• Experience with Python, JavaScript, PowerShell.
• Practical knowledge of Microsoft SQL Server Management Studio and basic database.
• Ability to write basic T-SQL queries to extract data for investigation and execute T-SQL scripts to modify data to resolve issues.
• Hands-on experience providing advanced technical support and troubleshooting of web-based client applications with Microsoft SQL Server backend databases.
• Understanding of Web Services REST API’s.
• Practical knowledge of card reader technology and protocols (Wiegand, OSDP etc.).

We are looking for bright, motivated, and passionate people to join our team.

Physical Requirements

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers, and symbols.
• Frequently required to sit, stand, walk, talk, hear, bend and reach.
• Ability to reach with hands and arms.
• Ability to lift, push and pull up to 75lbs regularly.
• Ability to work on your feet for 8 hours per day

Benefits

Eligible after 90-day probation period

• 15 days PTO in addition to federal holidays
• Health insurance
• Dental insurance
• Vision insurance
• 401k option
• Company credit card for business travel expenses (per travel and expense policy)
• Laptop
• Cell phone (for company use)
• Modern office work environment with free drinks and snacks

Job Type: Full-time

Pay: From $53,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Harrisburg, NC 28075

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