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Franklin Templeton · 1 week ago

System Engineer / Tech Support

New York, NY

Full-time

Onsite

Mid Level

$80K/yr - $90K/yr

3+ years exp

Franklin Templeton, through its affiliate Royce Investment Partners, is seeking an experienced System Engineer (Tech Support). The role involves providing on-site technical support, serving as the first point of contact for customers, and ensuring effective communication and resolution of technical issues.

Financial ServicesHedge FundsProfessional ServicesWealth Management

No H1B

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

Qualification

Technical customer supportMicrosoft WindowsMicrosoft 365VPNRemote DesktopAdobe AcrobatCreative CloudCustomer-orientedOrganizational skillsTime managementCritical thinkingFlexibility

Required

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