Technical Support Engineer 1 (1 year Contract)

IDEMIA

we are passionate about shaping the future of secure identity and authentication solutions. Our innovative technologies play a crucial role in enhancing security, privacy, and convenience for individuals and organizations worldwide.

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.

About IDEMIA Public Security

We are dedicated to serving government and public security entities and, in so doing, IDEMIA is committed to the responsible use of technology for public safety. We develop cutting-edge

biometrics technologies and identity verification systems that prioritize privacy, human rights and ensure fair and unbiased application. We are also committed to building an inclusive and diverse culture and our impact on sustainability. For example, in 2023, the Life Cycle Assessment for Vision Pass SP revealed a 38% energy reduction, attributed to its sustainable smart power-saving mode

Job Location:

Job Type:

Working days:

1. Performing remote troubleshooting through diagnostic techniques and pertinent questions

2. Determining the best solution based on the issue and details provided by customers

3. Respond to queries either in person or over the phone and other modes

4. Maintain daily performance of computer systems.

5. Respond to email messages for customers seeking help.

6. Ask the right questions to determine nature of problem.

7. Create an Incident number for every issue handled and properly follow up till a workable solution is provided and with the consent of the user close the incident.

8. Perform to assigned KPIs and always adhere to agreed SLAs at all times

9. Walk customer through problem-solving process.

10. Install, modify, and repair computer and other hardware and software.

11. Plan and conduct scheduled and routine maintenance

12. Run diagnostic programs to resolve problems.

13. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

14. Install computer peripherals for users.

15. Follow up with customers to ensure issue has been resolved.

16. Gain feedback from customers about issue resolution.

17. Run reports to determine malfunctions that continue to occur.

Candidate Profile (Required Qualifications)

• Overall 1 to 5 years of technical experience maintenance support, with medium to large scale system projects in information systems
• Strong knowledge of standard hardware & computing configurations
• Clarity in verbal and written communication in English
• Strong Coordination / Collaboration Skills
• Analytical and Problem Solving abilities
• Quick Learner and a good team player
• Experience to work and interact with clients
• Strong understanding of Customer Support and Helpdesk Best Practices (ITIL certification preferred)
• Must have a drive for results and to make things happen, be proactive.
• Creative, self-motivated, problem-solving skills (thinks outside of the box)
• Strong customer relationship skills to deal with customer and other stakeholders regarding support issues with authority

Tools:

• Support ticket tracking tool
• MS tools (Word, Powerpoint, Excel, Project etc)
• J assian tools (JIRA & Confluence)