System Engineer Tech Support

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 :

Bachelors 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 rewardsmonetary and non-monetarydesigned 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 whove 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 2020 Franklin Templeton acquired Legg Mason Inc parent company to Royce Investment Partners. Learn more about our firm by visiting us online Royce Investment Partners.

#LI-US

#Associate

Key Skills

Computer Science,SQL,Active Directory,VMware,PowerShell,OS,System Support,Windows,Database,Linux,Troubleshoot,System Administration,hardware,Technical Support,UNIX

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 80 - 90