Technical Support Engineer 3

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.

• 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)

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