Advanced System Technician II - Hawaii

dormakaba Americas; Honolulu (HI); On-site; USD 73,000 - 78,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Vacation and Personal Time Off

401k Matching

Tuition Reimbursement

Learn and Grow Program

LinkedIn Learning access

Employee Assistance Programs

Job summary

dormakaba Americas is seeking an Advanced System Technician II based in Hawaii to support and handle Customer Service Escalations (level 2), interfacing with Engineering, Technical Support, and Sales.

The role delivers advanced technical support for software, network, and hardware issues, and coaches Level 1 technicians, while collaborating with product suppliers and internal teams to improve data analysis, yields, and defect reporting.

Qualifications

• College degree or equivalent in information technology or related field.
• Experience with Windows OS, Microsoft Office, VPN, Visio, and TCP/IP networks.
• Experience in system-level testing, servers, and software testing.
• Strong troubleshooting and problem-solving abilities.
• 2+ years in technical network support and troubleshooting.
• Proficiency in SQL for data querying and analysis.

Responsibilities

• Deliver advanced technical support by troubleshooting software, network, and hardware issues.
• Provide advanced technical support to Level 1 technicians and installers and coach them.
• Interface between customers and 3rd party suppliers on hardware and software issues.
• Interface with customers on product functions, data analysis, yields, and defect reporting.

Skills

Windows OS

Microsoft Office

VPN

Visio

TCP/IP Networking

System Testing

SQL

Troubleshooting

Technical Network Support

Education

College degree or equivalent IT experience

Job description

Position Overview

dormakaba is seeking an Advanced System Technician II based in Hawaii. The Advanced System Technician II is responsible for supporting and handling Customer Service Escalations (level 2). The Level 2 System Technician will also be required to support the critical functional groups of dormakaba which are Engineering, Technical Support (Level 1 Domestic and International) and Sales (Domestic and International).

HIRING SALARY RANGE

Base Salary $73,000-$78,000 (Salary to be determined by education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). Please visit our career site for more information on benefits.

What You Will Do

• Deliver advanced technical support by troubleshooting software, network, and hardware issues to accurately identify and resolve problems.
• Provide advanced technical support to Level 1 technicians and installers and coach both as needed.
• Act as the interface between customers and 3rd party integrated product suppliers on hardware and software issues.
• Interface with customers on product functions and requirements, data analysis, yields, and defect reporting.

What We Require

• College degree or equivalent industry experience in information technology or another relevant field.
• Experience in Windows Operating Systems, Microsoft Office Suite, VPN, Visio, and Windows networks using TCP/IP.
• Relevant experience in system level testing, servers, and software application testing.
• Solid troubleshooting and problem-solving ability.
• 2+ years of experience in technical network support and troubleshooting.
• Proficiency in SQL for data querying and analysis.

What We Prefer

• Demonstrated ability to act as a decision maker, capable of evaluating situations and taking ownership of resolutions independently.
• Strong critical thinking skills with the ability to analyze complex technical problems and develop effective solutions.
• Experience working in cross-functional environments, collaborating with engineering, sales, and support teams.
• Familiarity with access control, physical security systems, or dormakaba product lines.

What We Offer

• Medical, Dental, Vision, Life and Disability Insurance coverage options with no waiting periods.
• Medical Wellness Programs.
• Vacation and Personal Time Off.
• Parental Leave for Moms and Dads.
• 401k Matching plan beginning on Day One.
• Tuition Reimbursement Program.
• Learn and Grow Program.
• 24/7 access to over 15,000 LinkedIn Learning courses.
• Employee Assistance Programs.
• Voluntary Legal Insurance.
• Unlimited Referral Reward Bonuses.
• Corporate Discounts.

Who We Are

We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.