Technical Support Engineer
You may not know our name, but you have surely used our innovations and solutions.
Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.
We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.
We serve our clients in 180 countries thanks to our 15,000 employees worldwide.
Purpose
Key Missions
We are currently looking for Technical Support Engineer & this position will be based at Singapore.
Responsibilities
• Providing Level 2 support and maintenance of IDEMIA systems at customer site
• 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
• Perform 24/7 on-site shift duty with quarterly reallocation to office hours
• Other duties as assigned
Candidate Profile:
• Singapore Citizen or PR
• At least 5 years of experience in technical support and systems administration in a vendor environment
• 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
• Good knowledge and practical experience in ITIL framework
• Independent team player with a people-oriented personality
• Strong verbal/written communication skills
Skills:
• 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
• Well versed in technical writing, documentation and presentation
By choosing to work at IDEMIA, you can join the journey of a unique tech company. You can seize all the opportunities of our fast-paced environment. You can add your distinctive qualities to our global community. You can contribute to a safer world.
We deliver cutting edge, future proof innovation that reach the highest technological standards. We’re well established, and yet still agile. We aren’t too big, and we aren’t too small. 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.
Our teams are close and collaborative; maintaining a dialogue and developing human connections matter to us. We are truly international and we know that diversity is a key driver of innovation and performance. We welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
Each of our locations has its own advantages to offer a collaborative and friendly work environment.
IDEMIA. Expect the unexpected. Join the journey of a unique tech company.