Field Service Technician II

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, Crowd Strike, 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.

Why Work for Us?

Allegion is a Great Place to Grow your Career if:

* You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".

* You're looking for a…