Technical Support Line Specialist
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
Our Security Excellence Center is looking for new SEC Operator/Technical Support Line Specialist. We are looking for someone who would be handling daily remote security service operations, friendly with ticketing system, who is not afraid of ad hoc communication, someone who is ready to provide support for the clients all over the world. The SEC team provides security solutions for all IDEMIA's offices, coordinates efforts to protect people, property and information across sites.
Key Missions
Role Responsibilities
- Perform day-to-day operational and security services to customers;
- Conduct pro-active and reactive monitoring activities;
- Monitor and maintain operations of the security systems, including control of CCTV cameras and recording equipment; Access Control Systems, Intruder Alarm systems, Intercoms, and operation of gates, doors, loading bays.
- Respond to events from various systems, and following standard operating procedures to efficiently and effectively resolve the issue
- Provide timely and relevant updates to appropriate stakeholders and decision-makers
- Maintenance of confidentiality of information to comply with requirements related to the various countries' Data Protection Acts
- Understand the companies code of conduct policy, and at all times carry out your responsibilities with due regard to it
- To maintain high levels of professional conduct, including but not limited to: cooperative engagement in tasks set; the exercising of an initiative to suggest through the SOC Shift Leader, improvements to the service provided
- Effective communication via Email, Ticketing system, Teams, Intercoms, and Phones to both IDEMIA and Non-IDEMIA personnel.
- Processing of all information relevant to the security operation.
Qualifications
Education:
- High School diploma or equivalent; Associate or Bachelors degree in Computer Science, IT, or related field.
Experience:
- previous experience in customer support, data operations, service desk is an advantage.
Skills:
- Excellent communication, organizational and interpersonal skills;
- Ability to work calmly under pressure whilst dealing with multiple issues
- Familiarly with ticketing systems, ITIL practices;
- Ability to manage multiple tasks and prioritize requests;
- Basic knowledge of operating systems and office application;
- Understanding of using security applications is an advantage.
Languages:
- English, Latvian full professional capacity;
- French is an advantage.
Soft Skills
- Exemplary customer service skills;
- Possess strong communication skills in both the written and verbal format, in all delivery formats (i.e. in person, via radio, via telephone etc.);
- Strong self-motivation and the ability to work unsupervised;
- To work under pressure and be solid problem-solver;
- Friendly and professional demeanor.
The role is fully on site in Riga (Varkaļu iela 13). It includes 12h shifts, 24/7/365.
Profile & Other Information
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