Tier 2 Support Engineer

in Chicago, IL

Tier 2 Support Engineer Job

Job Description Job Attributes+

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  • Job Location

    Chicago, IL 60154, US

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  • Job Type

    Full Time

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, and offer medical, dental and vision coverage, life insurance, 401K, employee assistance programs, company discounts, perks and more. Start your career with AMAG Technology today!

This position exists within the Technical Support department. The main functions of the Technical Support department are:

  • To provide oral and written responses to technical enquiries.
  • To provide product training to installers \ distributors \ Customers.
  • To provide 3rd line technical support to Customers related to commissioning, training and fault finding.
  • To be able to recreate field reported problems to enable the development department to correct the fault.
  • To provide an on-site capability to commission, train and diagnose system faults.

What you will do:  

  • To provide timely and accurate responses to customer related issues.
  • To represent AMAG in a customer facing role regarding problems.
  • To make presentations of product related functionality to other team members, departments and customers.
  • Understand the impact and importance of a customer issue and relay clear concise information to the post development support team
  • Repeat problems that have been reported from other departments, customers and distributors.
  • Provide engineer and end user training.
  • Liaising with customers with regard to implementation issues specifically related to customer IT platforms.

What you will need to be successful in this role:  

  • Must possess a high school diploma and experience in computing or electronics/computing
  • Need to be customer facing and have the ability to engage and communicate with customer contacts with a high level of IT understanding.
  • Able to work on own and in a team environment.
  • Good time management skills; able to meet project deadlines.
  • Ability to write clear, well structured reports and instructions.

Knowledge and Skills Required:

  • Excellent interpersonal skills with proven productive working relationships with customers, management, and peers
  • Occasional travel often at short notice with period of travel of up to 2 weeks in duration a requirement.

Additional Information

Who We Are

Men and women who have served in the military are an integral part of Allied Universal and we salute our veterans and extend gratitude for your service.

Military service members are often on the front lines, sacrificing everything to protect our freedom. And at Allied Universal, these unsung heroes help do their part to serve, secure and care for the people and businesses in every corner of our communities.

When they join our ranks, they bring with them leadership attributes, significant life experiences and military core values that are a perfect fit to be successful among a large security force, helping to make a difference in our communities.

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