System Engineer​/Tech Support

Position: System Engineer / Tech Support
Location: New York

System Engineer / Tech Support page is loaded## System Engineer / Tech Support locations:
New York, New York, United States of America time type:
Full time posted on:
Posted 30+ Days Agojob requisition :
865229

Royce Investment Partners, an affiliate of Franklin Templeton, is hiring an experienced
** System Engineer (Tech Support)**. The System Engineer should possess deep and broad technical knowledge, the ability to communicate effectively, comprehend issues, and explain solutions. The System Engineer must be customer-oriented as well as patient to deal with a wide range of customers and situations. Customers include internal Royce employees and leaders within the organization.#
** Responsibilities:
*** Provide on-site technical support and customer service for the New York, NY office
* Serve as the first point of contact for customers seeking technical assistance over the phone, email, in person or other methods
* Perform in person and remote troubleshooting through diagnostic techniques and investigative questions
* Determine and execute best solutions based on the issue and details provided by customers
* Walk customers through the problem solving process
* Take ownership of issues through to completion
* Direct unresolved issues to the next level of support personnel
* Be an active advocate for the customer within IT and with outside technical groups
* Provide accurate information about IT products or services
* Record events and problems and resolutions in logs
* Follow up and update customer status and information
* Pass on any feedback or suggestions by customers to the appropriate internal team(s)
* Identify and suggest possible improvements on procedures
* Provide audio/visual setup (A/V) and support for technologies used in conference rooms
* Participate in projects and actively participate in team meetings
* Assist in office moves#
*
* Requirements and Skills:

*** Bachelor’s Degree preferred but may be substituted for applicable work experience
* 3-5 years experience
* Proven experience as a help desk technician or other technical customer support role
* Broad and deep understanding of various computer systems, mobile devices and other technology products. This could include Microsoft Windows, Microsoft 365, VPN, Remote Desktop, Adobe Acrobat and Creative Cloud
* Ability to be resourceful, diagnose and resolve basic and complex technical issues
* A security mindset and critical thinking capabilities
* Documentation of all activities via issue/project tracking software
* Documentation of knowledge via wiki
* Organizational and time management skills to prioritize multiple help desk, project, ad-hoc and other priorities
* Customer-oriented and even-tempered
* Flexibility with working hours, including after hours and weekend work as needed
* Ability to work on-site five days per week (fully on-site)
* Ability to work in the U.S. without needing sponsorship as we are unable to provide visa support or sponsorship for this role Royce Investment Partners offers employees a competitive and valuable range of total rewards—monetary and non-monetary—designed to support the whole person and to recognize their time, talents, and results. Along with base compensation, other compensation is offered such as a discretionary bonus, 401k plan, health insurance, and other perks.

There are several factors taken into consideration in making compensation decisions including but not limited to location, job-related knowledge, skills, and experience. At Royce Investment Partners, we apply a total reward philosophy where all aspects of compensation and benefits are taken into consideration in determining compensation. We expect the base salary for this position to range between $80K - $90K per year plus an opportunity to earn a bonus.#

** Our Firm:
** Royce Investment Partners are pioneers in small-cap investing who’ve been actively managing portfolios since 1972. We specialize in actively managed strategies that invest in the broad and diverse small-cap universe with unparalleled knowledge and experience gained through more than four decades of investing. In 2020, Franklin Templeton acquired Legg Mason Inc, parent company to Royce…