Field Service Technician II

Allegion plc; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K plan with 6% company match

Tuition Reimbursement

Competitive paid time off

Employee Discounts

Community involvement opportunities

Job summary

Allegion plc is looking for a dedicated technical support specialist to provide advanced technical support in Indianapolis, Indiana. Candidates should have 2-5 years of experience in similar environments, a strong grasp of Microsoft Operating Systems, and solid communication skills to troubleshoot effectively. This role involves installing technology, conducting root cause analysis, and supporting both office and manufacturing environments. The position offers health benefits, a 401K plan, and opportunities for community involvement.

Qualifications

• 2-5 years of experience supporting manufacturing and office environments.
• Professional verbal and written communication skills.
• Experience with basic audio-visual support.
• Ability to multitask and prioritize effectively.
• 10% travel required local to central Indiana.

Responsibilities

• Provide advanced technical support and resolutions for end-users.
• Execute IT software and hardware lifecycle processes.
• Perform root cause analysis to eliminate recurring incidents.
• Install technology hardware and software to fulfill user requests.
• Create and promote defined ITIL procedures.

Skills

Technical support experience

Communication skills

PC Hardware troubleshooting

Audio-Visual Support

Cross-functional teamwork

Education

High school diploma or equivalent

Tools

Microsoft Windows

Apple OSX

Microsoft Office Suite

Dell hardware

Security tools (Fortinet, CrowdStrike)

Job description

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

What you Will Do

• Be empowered and accountable in providing advanced technical support and resolutions, at a 2nd level, to exceed end-user expectations per Service Level Agreement metrics.
• Demonstrate independent troubleshooting and decisive problem solving.
• Be proactive in leveraging internal and external resources to help achieve to resolve incidents and complete goals.
• Provide immediate technical support and solutions for office environments, manufacturing facilities, and warehouses.
• Create, follow and promote defined ITIL, and cyber security, procedures and policies.
• Provide on-call support required as needed, maximum 5 days per month.
• Assist in assigned projects to drive operational and/or IT improvements.
• Follow and promote defined ITIL procedures.
• Provide basic support of network, server, security, and application infrastructure.
• Perform root cause analysis to eliminate reoccurring incidents.
• Execute defined IT software and hardware lifecycle processes including ordering, tracking, deployment within defined performance metrics.
• Install technology hardware and software that fulfill user requests according to standards or requirements.
• Work directly with Cybersecurity to keep VLM levels out of risk.
• Perform other assigned operational duties.

What you need to succeed

• A minimum of 2-5 years’ work experience supporting Manufacturing and Office environments, specifically, a high level functional and technical working knowledge of Microsoft Windows Operating Systems, Apple OSX, Microsoft Office Suites and Microsoft Software (SharePoint, Teams, Visio). Mobile environment operating systems; Apple iOS and Android.
• Must have outstanding and highly professional verbal and written communications skills and effective at communicating highly technical issues in a non-technical manner, considerate of each customer's focus and priority.
• 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.
• Candidate must be a self-motivated problem solver operating with limited supervision to help achieve goals for a global team.
• Job requires 10% travel local to central Indiana and out of state travel up to 3 weeks a year.
• 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. Experienced with security tools such as Fortinet, CrowdStrike, Netskope, Cisco VPN and ISE) is a plus.
• Work related skillset involving IT/OT infrastructure support in a previous role.
• CompTIA Network+ or Security+ preferred, not required.

What You’ll Get from Us

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”.
• A commitment to your future with a 401K plan, offering a 6% company match and no vesting period
• Tuition Reimbursement
• Competitive paid time off
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can “serve others, not yourself”
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching

Allegion is an equal opportunity and affirmative action employer.