What are the responsibilities and job description for the System Engineer / Tech Support position at Franklin Templeton?
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
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 Investment Partners. Learn more about our firm by visiting us online, Royce Investment Partners.
#Associate
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
- 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
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 Investment Partners. Learn more about our firm by visiting us online, Royce Investment Partners.
#Associate
Salary : $80,000 - $90,000