Technical Support Engineer 3
Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.
Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.
Purpose
Technical Support Engineer responsibilities include supporting IDEMIA systems globally to ensure the optimal performance of biometric acquisition devices, gates, kiosks, and software hosted in customer environments. This role involves providing exceptional customer support by troubleshooting and resolving complex technical issues, collaborating with teams, and escalating unresolved problems to appropriate internal support or third-party teams.
Resolving issues may involve using remote desktop connections, email, phone (whatsapp), or chat applications to provide clients with answers and/or clear written instructions, or offering on-site customer assistance when required.
Ultimately, you will be a trusted resource for our customers, relied upon to provide timely and accurate solutions to their technical problems.
Key Missions
- Ensure customer satisfaction in maintenance and support
- Troubleshoot, analyze, and resolve tickets escalated by on-site Level 1 and Level 2 teams
- Commit to a resolution date, formalize action plans, and implement workarounds for fault rectification
- Perform root cause analysis of technical issues
- Conducts standard and complex analysis in autonomy
- Communicate and interface effectively with vendors and customers
- Generate reports and write documentation, e.g., maintenance guides, operation manuals, and test procedures
- Maintain IT components and related border-control endpoints, including hardware and software
- Ensure all issues are logged into the ticket tracking tool and manage multiple open issues based on priority
- Be prepared to work in shifts, including providing 24/7 support for customers in different time zones when required
- Coaches and challenges peer(s)
- Eventually involved critical issue processing
- Other duties as assigned
Technical Skills
Knowledge and experience in 2 or more of the following skill sets:
• Enterprise-scale Linux and Windows administration with strong troubleshooting skills
• VMware ESXi and vCenter administration with strong troubleshooting skills (preferably with CLI knowledge, version 6.5 and above)
• TCP/IP Networking, Network/Security devices (e.g., Cisco Switch, Firewall, Router), with troubleshooting skills in JBoss application servers
• Database administration (PostgreSQL, MSSQL, MySQL, Oracle, and other database servers)
• Monitoring systems (e.g., Centreon, Nagvis)
• Containerization and orchestration tools (e.g., Kubernetes, Docker, Kafka)
• Knowledgeable in network domains (TCP/IP, HTTP, AD) and security protocols (e.g., McAfee EPO, Fortigate, TLS, WSS, PKI)
Familiarity with the following will be advantageous:
• Management of SAN storage, NetApp storage, and tape library
• Administration/Management of security tools (e.g., Antivirus, EDR) and security appliances (Fortinet, Palo Alto, Checkpoint)
• Windows PowerShell, Unix scripting
• Infrastructure automation tools (e.g., Ansible, Terraform)
• Helm scripting for Kubernetes package management
• Configuration, administration, and support of Network devices (e.g., Cisco Switch, Firewall, Router)
Profile & Other Information
Experience & background:
- At least 5 years of experience in technical support and systems administration in a vendor environment
Education:
- Degree or Diploma in Computer Science/Computer Engineering/Information Technology related field, or equivalent practical experience
Competencies / soft skills:
- Good knowledge and practical experience in ITIL framework
- Independent, self-motivated team player with a people-oriented personality
- Strong verbal/written communication skills
Travel requirements:
- Preferably possesses own transport
- Ability to travel overseas as required
By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.
At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.
Visit our website to know more about the leader in Identity Technologies