Sustaining Engineer II

Location

Oregon State | United States

Job description

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.

Technical Solutions Engineers are experts at troubleshooting the products that they are responsible for. The TS Engineer receives customer calls from Idemia field service personnel or the Idemia Customer Support (CS) team concerning testing and identity software products deployed in the field, including knowledge and skills testing applications and customer self-service kiosk applications. The TS Engineer performs over the phone support and/or remote diagnostics via remote access to troubleshoot and resolve technical issues with our applications. Through the course of troubleshooting, they may dispatch an on-site technician or escalate to software development. The engineer records the status and progress of all calls received from the CS or field technicians from initial assessment to final resolution via the applicable Idemia automated help desk software. The engineer works with our customers’ support personnel or with other Idemia personnel to resolve software, network, consumable, and all hardware problems as required by contract.

In addition, the engineer may be required to perform and/or support new and upgraded installations for the supported applications and systems remotely. The engineer may also need to train other support personnel in proper installation procedures to set up or upgrade a site so that the process can be successfully repeated by them.

Knowledge, Skills and Abilities:

• Familiarity with Microsoft Windows operating systems (Windows 10 or later desktop OS, Server 2012 or later server operating systems), networking and applications with an emphasis on diagnostics, troubleshooting and problem resolution
• Preferred familiarity with AWS implementations and methods of operation and support as well as Microsoft Azure implementations
• Preferred familiarity with Microsoft TSQL and/or PostgreSQL queries and scripts, or similar database scripting.
• Familiarity with Microsoft Windows batch file, VBScript, PowerShell or other scripting languages used for maintenance, diagnostics and support
• Present a positive, professional, and courteous image to the end user customer by exemplary phone skill set usage or in-person presentation and communication
• Interact with customers and Idemia employees and contractors in a prompt and courteous manner over the phone or via email 

Qualifications, Education and Experience:

• High school diploma, GED or equivalent
• BS CS or related degree or similar practical experience
• Minimum 3 years’ experience providing technical support to end users
• Desired qualifications:
• AWS cloud certifications or other similar certifications
• Microsoft certifications in Windows, SQL Server, Azure, or other applicable areas
• CompTIA A+ certification
• Other networking, security, or computer support certifications

  Minimum educational qualifications including required degrees, diploma, certifications, or training. Minimum number of years of job-related experience or work in a related field.

Job tags

Salary