Field Service Technician II

About the role

At Allegion, we help keep the people you know and love safe and secure. With over 30 brands, 12,000+ employees globally, and products sold in 130 countries, we specialize in security around the doorway and beyond. In 2024, we were awarded the Gallup Exceptional Workplace Award, recognizing the most engaged workplace cultures in the world.

Responsibilities

• Provide advanced technical support and resolutions to end-users, exceeding expectations per Service Level Agreement metrics.
• Proactively leverage internal and external resources to resolve incidents and achieve goals.
• Support office environments, manufacturing facilities, and warehouses with immediate technical assistance and solutions.
• Create, follow, and promote defined ITIL and cyber security procedures and policies.
• Perform root cause analysis to eliminate reoccurring incidents.
• Execute defined IT software and hardware lifecycle processes, including ordering, tracking, and deployment within performance metrics.
• Install technology hardware and software that fulfills user requests according to standards or requirements.
• Work with Cybersecurity to maintain VLM levels below risk thresholds.
• Assist in assigned projects to drive operational and/or IT improvements.
• Perform other assigned operational duties.

Requirements

• A minimum of 2-5 years’ work experience supporting Manufacturing and Office environments, with a high level functional and technical working knowledge of Microsoft Windows Operating Systems, Apple OSX, Microsoft Office Suites, and Microsoft Software (SharePoint, Teams, Visio).
• Outstanding and highly professional verbal and written communications skills, able to communicate highly technical issues in a non-technical manner.
• 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.
• Self-motivated problem solver operating with limited supervision to help achieve goals for a global team.

Qualifications

• 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, experience with security tools such as Fortinet, CrowdStrike, Netskope, Cisco VPN and ISE, and experience with IT/OT infrastructure support in a previous role.
• CompTIA Network+ or Security+ certification preferred, not required.

Benefits

• Health, dental, and vision insurance coverage.
• 401K plan with a 6% company match and no vesting period.
• Competitive paid time off.
• Employee discounts through Perks at Work.
• Community involvement and opportunities to give back.
• Opportunities to leverage unique strengths through CliftonStrengths testing and coaching.

Pay

Details about pay are not specified in the job posting.

Schedule

Details about the schedule are not specified in the job posting.