Application Support Engineer

Job description

The Application Support Engineer is a customer-orientated role, which is responsible for maintenance and implementation of system components deployed by IDEMIA and involves cross-functional interaction with Services.  

Purpose

We are looking for a candidate to 

• Monitor in real time IDEMIA services. 
• Make technical investigations for all issues observed in Monitoring/Customer incidents. 
• Apply workarounds for the known issues.
• Offer first response to IDEMIA customers complying with strict SLAs. 

Requirements

• Customer oriented, focused on problem resolution. 
• Advanced level of English.
• Basic knowledge in Microsoft SQL Server 2016
• Basic knowledge in managing technology development projects.
• Intermediate knowledge in telecommunications networks
• Basic knowledge of computer security
• Ability to investigate infrastructure issues (disk space, memory, load) from command line. 
• Filesystem understanding 
• Log investigation (search patterns, understand logging structure) 
• Identify processes linked to a specific application. 
• Network interfaces check / opened ports / active users connected on the same server. 
• Team player who is self-motivated and capable of working autonomously. 
• Willing and able to learn quickly new skills and technologies. 
• Willing to work one weekend per month, to cover our global service. 
• Degree in Engineering with focus on computer science and telecommunications.

Responsibilities

• Monitoring of existing contracts with our clients, to guarantee attention according to the SLA.
• Work independently with problem analysis and in implementing workarounds through proper observance of Support standards and conventions. 
• Analyze, diagnose, and provide workarounds until the fix can be supplied to the customer. 
• Be available to work flexible hours. 
• Provide technical expertise on Idemia products and support fundamentals to internal or external customers as required. 
• Assist all support team staff as required to meet deadlines and Customer support priorities. 
• Establish and maintain trust with the customer, providing technical assistance as required. 
• Monitoring of the existing contract with providers involved in the provision of the service; to ensure the performance of the defined activities to meet the commitments agreed with customers, service levels, scheduled and corrective maintenance.
• Follow up on the execution of works carried out by second-level support to ensure compliance with standards, specifications, and scheduled activities.
• Provide input as required on product and customer specific functionality, configuration, and usage for training and documentation purposes. 
• Share skills and experience with other groups within the organization, with the aim of establishing consistency and improving quality within the company. 
• Proactively and promptly identify and assist to resolve, any relevant key issues and/ or risks. 
• Understand, follow, improve upon all formally communicated methodologies, processes, policies, and values. Focusing always on delivering consistent, reliable, repeatable, scalable and quality outcomes. 
• Provide support and encouragement to other team members and participate in the up-skilling and training of colleagues and new staff. 
• Analyze failure and ensure operational recovery within agreed SLA through standard procedure or ad-hoc workarounds. 
• Work on continuous improvement process by analyzing recurrent incidents and designing long term solutions and by working with IT on monitoring improvements.
• Follow up on incidents and document their solution.

Qualifications

• University degree in the field of engineering, mathematics or computer science, or equivalent experience including professional programming, testing or technical background. 

Technical Knowledge

• Windows operating systems
• Databases: MSSQL Server and SQL queries 
• Be familiar with terms like VPNs, Firewalls, API’s, LAN, ISP, DNS.