Technical Support Engineer
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
Purpose of the job: Providing Level 2 support and maintenance of IDEMIA systems at customer site.
Main responsibilities
- Ensure customer satisfaction in maintenance and support
- Maintain IT components and related border-control endpoints, including Hardware and Software
- Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2 Teams
- Commit to a resolution date, formalize action plan and implement workaround for fault rectification
- Perform root cause analysis of technical issues
- Communicate and interface with vendors and customers
- Generate reports and write documentation, e.g. maintenance guide, operation manual, test procedures and test reports
- May be required to stand in and perform 24/7 shift duty in case of resource shortage
- Other duties as assigned
Key Challenges
- Ability to work in a fast paced & dynamic environment, handling complex incidents with professionalism
- Conscious about service quality, with an appropriate sense of urgency in fulfilling customer requirements
- Possess strong troubleshooting skills and techniques
- Ability to manage daily support activities independently
- Ensure completion of operational requests within agreed Service Levels
Key Missions
Experience & background: At least 5 years of experience in technical support and systems administration in a vendor environment
Education: Diploma in Computer Science/Computer Engineering/Information Technology related field, or equivalent practical experience
Technical skills
Knowledge and experience in 2 or more of these skillsets:
• Enterprise scale Linux and Windows administration with strong troubleshooting
skillset
• VMware ESXi and vCenter administration with strong troubleshooting skillset
(Preferable with CLI knowledge) (7.0 and above)
• Kubernetes K8s
• TCP/IP Networking, Network/Security devices (e.g. Cisco Switch, Firewall, Fortinet)
• MSSQL, Oracle, and other database servers
• Monitoring systems (e.g. Centreon, Nagvis)
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, Windows Key
Store, etc.
• Windows PowerShell, Unix Scripting
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