Senior IT Systems Technician — Level 2 Support

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

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.