Tier 1 Technical Support Engineer – Remote (AWS/Azure)

ASSA ABLOY Global Solutions; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

15 days PTO

Health insurance

Vision insurance

401k option

Employee Assistance Program

Laptop

Generous total rewards package

Career-development resources

Supportive leadership team

Job summary

ASSA ABLOY Global Solutions in Orlando, FL is seeking a Technical Support Technician, Level 1 for Traka Americas to provide remote end-user support across the Americas region, handling hardware, software, and networking issues.

Ideal candidates have a technical degree or equivalent, strong troubleshooting skills, and a passion for customer service. Join a team dedicated to delivering excellent service and leveraging cloud, Windows, and enterprise IT environments.

Qualifications

• College degree in a technical / engineering field or equivalent experience.
• Very strong technical acumen and diagnostic and fault-finding skills in software applications and hardware electronics / embedded systems.
• Strong practical knowledge and experience with Networking (TCP/IP) with certifications an advantage.
• Strong knowledge of Windows Operating Systems including Windows Server.
• Knowledge of installation and maintenance practices.
• Experience working with Enterprise Cloud environments including AWS, Azure.
• Experience operating in a Technical Support team working with ticketing systems and defined processes.
• A fanatical passion for customer service and operational excellence.
• Excellent communication skills with the ability to communicate at different levels within an organization.
• Excellent knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Provide remote technical support to end users and certified partners in the Americas region.
• Investigate and resolve issues with Traka hardware, running embedded Windows applications, web-based client software.
• Provide remote systems training as needed.
• Diligently recreate and troubleshoot issues experienced in the field or during support cases using lab equipment including hardware, software.
• Troubleshoot and diagnose issues through detailed analysis of system generated log-files.
• Read and interpret blueprints, diagrams, submittals, specifications, software/systems programs, schematics, and operational/product manuals.
• Perform remote software, database, and device upgrades in-line with agreed scope of work.
• Work closely with the Technical Support Manager to evolve technical support and service processes that improve customer experience and drive efficiency.
• Contribute product and feature development suggestions.
• Complete all service forms, reports and documentation and maintain CRM accordance with service management policy.
• Ensure that systems are serviced in accordance with Traka guidelines, requirements and both US and state laws.
• Perform other duties as assigned by the Supervisor/Manager from time to time.

Skills

Technical troubleshooting

Windows & Windows Server

Networking TCP/IP

Customer service

Documentation & CRM

Education

College degree in technical/engineering field or equivalent experience

Tools

Windows OS

Windows Server

Azure Cloud

AWS Cloud

Job description

ASSA ABLOY Global Solutions in Orlando, FL is seeking a Technical Support Technician, Level 1 for Traka Americas to provide remote end-user support across the Americas region, handling hardware, software, and networking issues.

Ideal candidates have a technical degree or equivalent, strong troubleshooting skills, and a passion for customer service. Join a team dedicated to delivering excellent service and leveraging cloud, Windows, and enterprise IT environments.