Technical Support Engineer II

Assa Abloy - Eden Prairie, MN

Full-time - Mid Level

Eden Prairie, MN

1,001-5,000 employees

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Technical Support Engineer II at HID Global is responsible for delivering exceptional customer service by assisting customers, including sales personnel, channel partners, and end-users, with inquiries related to HID products. This role involves troubleshooting technical issues, providing solutions, and maintaining knowledge of product offerings to ensure customer satisfaction. The position requires effective communication and collaboration with both internal teams and external customers to resolve technical challenges and support the growth of HID's Physical Access Control Solutions.

Responsibilities

• Resolve assigned HID product questions and problems via telephone, e-mail, chat, and remote sessions.
• Acquire and maintain knowledge of all assigned product offerings and technical support procedures.
• Develop level 2 knowledge on HID PACS Cloud Services, wall readers, and credential technologies.
• Gain level 2 knowledge on Fargo branded printer and AsureID products.
• Understand physical access control system architectures and competitive products.
• Provide troubleshooting support including wiring, configuration, and software installation.
• Promote accurate features and benefits of products to customers.
• Maintain accurate records of customer interactions using Salesforce CRM.
• Provide updates and status information to supervisors and users.
• Advise customers and sales teams on technical issues affecting product use.

Requirements

• BA/BS degree in a technical subject or 2-5 years of experience in the access control field.
• Minimum of two years' experience in technical service and product support, preferably in access control.
• Knowledge of low voltage electronics.
• Excellent telephone and interpersonal communication skills.
• Critical thinking and problem-solving skills.
• Familiarity with client and server operating systems (Windows 10, Server 2019, Linux).
• Proficiency in MS Office applications (Word, Excel, PowerPoint).
• Basic knowledge of mobile devices and application logging.
• Understanding of SQL Server and virtualization (VM Ware).
• Experience with networking devices (hubs, routers, switches).

Nice-to-haves

• Basic to advanced understanding of Spanish.
• Experience with Salesforce CRM.

Benefits

• Flexible work environment
• Opportunities for professional development
• Regular feedback and training opportunities