Job type full-time
Full job description
Overview: idemia is the global leader in identity and securityOur mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identityWe 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 iotWe use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companiesIdemia is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languagesTogether, our solutions impact the everyday lives of citizens and nationsIn this ever-changing world, protecting your identity is paramountJoin the team that is ensuring one person- one identityResponsibilities:
About the role:
A technical support engineer works as a member of our engineering team to ensure that our technology services are performing and operating in accordance with defined service level agreementsThis role has primary responsibility for triaging critical customer facing issues escalated from our technical help deskThe support engineer will work closely with the infrastructure, data, and development teams.
What are the essential job responsibilities?
Provide production support for multiple solutions
Provide on-call support as a member of a scheduled rotation
Investigate, troubleshoot, and triage complex software, hardware, and service issues.
Identify and escalate issues for root causes analysis;
Provide accountability for all operational workflows and standard operating procedures.
Create/maintain comprehensive support and process documentation.
Interface with internal and external stakeholders.
Fulfill business support service requests (troubleshooting, log reviews, etc.).
Systems, applications, and performance monitoring.
Contribute to support tooling and process development.
Work with peers to assign, prioritize and complete daily tasks
Qualifications: what is the profile of our ideal candidate?
Us citizenship is required
The ability to pass a state or federal background check is required
College degree with technical study or equivalent experience
3+ years of production support experience (agile – kanban environment) preferred
Experience with administration and troubleshooting windows, active directory, and group policy
Exposure to unix, sql, and java
Experience with scripting solutions with powershell, bash, or other scripting language
Experience performing production support for all levels of severity and urgency
Hands-on experience in incident and problem resolutions
Great customer communicator in written and verbal formsAble to distill complex issues to simpler formsAble to handle a pressured or upset customer situation to deescalate tension