Senior Technical Support Engineer

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At 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.

Purpose of the job

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.

Ultimately, you will be a trusted resource for our customers, relied upon to provide timely and accurate solutions to their technical problems.

Main responsibilities

• 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
• Conduct 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

Experience & background

5 years of experience in technical support and systems administration in a vendor environment

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
• Configuration, administration, and support of Network devices (e.g., Cisco Switch, Firewall, Router)