Tier 3 Technical Engineer

Allied Universal; Dallas (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic, technology-driven company as a Tier 3 Technical Engineer. This role involves resolving complex issues with electronic security systems, managing technical support for prestigious accounts, and developing training materials. You'll work closely with engineers and administrators to ensure optimal operations of security systems. The company offers a collaborative environment where your contributions will significantly impact the security industry. If you're passionate about technology and eager to tackle unique challenges, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Holidays

Sick Days

Qualifications

• Must have strong organizational, analytical, and interpersonal skills.
• Bachelor's degree in computer science or specialized training required.

Responsibilities

• Manage technical support for prestigious accounts and develop guidance materials.
• Conduct tests on new components and provide expert-level guidance.

Skills

Organizational Skills

Analytical Skills

Interpersonal Skills

SQL

Information Security

Conflict Resolution

Technical Communication

Education

Bachelor's degree in Computer Science

Specialized Computer Systems Training

Tools

Multimeters

Oscilloscopes

Microsoft Diagnostic Software

Job description

Are you looking to become part of a dynamic, technology-driven company? AMAG Technology, an Allied Universal Company, is a market leader in Physical Access Control, Identity Management, and integrated security solutions. We are always looking for talented individuals to join our team. Start your career with AMAG Technology today!

AMAG, an Allied Universal Company, is hiring a Tier 3 Technical Engineer. The Tier 3 Technical Support Engineer is responsible for resolving complex and unique technological issues with electronic security systems.

RESPONSIBILITIES:

1. Manage technical support and service for an allocated set of prestigious accounts.
2. Development of guidance materials; education of others within AMAG; internal “how to” guides, as needed, develop guidance documents for customer use (bespoke to customer and/or installed equipment).
3. Validate work performed by software engineers, installers, and customer-based IT personnel; quality assurance to ensure upgrades and other system changes meet requirements.
4. Develop site visit proposals; document tasks and deliverables for both AMAG and vendor personnel; coordinate task scheduling; determine stakeholders for project and coordinate their involvement; monitor site visit progress; perform quality assurance at each stage to ensure project is on schedule; perform post-visit evaluation of site visit, ensuring all deliverables are met, and provide conclusion report to leadership.
5. Monitor vendor performance and document concerns; escalate issues to management.
6. Research and evaluate fault finding tools; provide expert-level advice regarding the use of existing tools or investing in alternatives.
7. Perform regular review of customer hardware and software configuration; make recommendations for system upgrades.
8. Develop and maintain server configuration standards for assigned servers for technology support.
9. Provide expert-level guidance to LAN Administrator to identify, design, implement and plan network, hardware, and software needs.
10. Conduct tests on new components, assemblies, and systems to ensure optimal operations.
11. Support AMAG software, hardware, and access control systems.
12. Assist with Symmetry including all strategic 3rd party integrations (Intrusion, Intercom, IP Video).
13. Travel to customer sites as necessary to test, troubleshoot, and resolve product problems.
14. Work closely with Technical Services, Hardware and Software Engineers to gain competence in the product’s operational characteristics.
15. Develop test fixtures to carry out tasks associated with issues reported in a manner that will simulate the product's intended operating environment.
16. Maintenance of technology support hardware systems (servers, hubs, switches, routers) and software systems including Windows Server, Terminal services, Virtual Machines.
17. Installation, upgrade, and support of systems hardware and software and server/network problem identification and resolution.
18. Provide Tier 2 level phone support duties when not performing onsite services and take ownership of tickets that are not resolved in a timely manner.

QUALIFICATIONS (MUST HAVE):

1. Must possess one or more of the following:
2. Bachelor’s degree in computer science.
3. Specialized computer systems training.
4. Prior experience in dealing with PC hardware and software manufacturers and dealers and possess the ability to plan and direct the growth and expansion of PC networks, both wide area and local to train new users concerning LAN/WAN networks.
5. Strong organizational, analytical, and interpersonal skills with the ability to communicate complex technical concepts effectively both orally and in writing.
6. Ability to execute with a sense of urgency and multi-task and to deal with conflict / crisis (i.e. realize something is important or will quickly become critical) on large-scale products.
7. Knowledge of tools of the trade i.e. Multimeters, Oscilloscopes, Software utilities, and Microsoft diagnostic software Analyzers.
8. Strong knowledge of SQL and information security disciplines.
9. Thorough knowledge in IP, DNS, AD and firewall configuration.

PREFERRED QUALIFICATIONS (NICE TO HAVE):

1. Experience working with access control systems.
2. Certified Information Systems Security Professional (CISSP) or other industry certification.
3. Comprehensive understanding of Microsoft client and server operating systems, Microsoft Cluster software, NEC Express Cluster, and associated installation, configuration, support and management best practices.

BENEFITS:

1. Medical, dental, vision, basic life, AD&D, and disability insurance.
2. Enrollment in our company’s 401(k) plan, subject to eligibility requirements.
3. Ten paid holidays annually & five sick days.

**Allied Universal is an Equal Opportunity Employer.** All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law.

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department.

**Job ID:** 2025-1339290

**Location:** United States-Texas-Dallas

**Job Category:** AMAG