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 

 

#LI-VS1

 

 

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 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.