Supporting day-to-day field operations within the state / region, including interface with the Customer. Communicating with the assigned Technical Lead to insure that IDEMIA remains in compliance of contractual obligations. Must service all IDEMIA products the Company supports, and demonstrate superior knowledge and problem solving capabilities on all IDEMIA supported products.
Act as liaison between the IDEMIA operations team and the Customer(s)' operational personnel
Support the day-to-day field service and repairs operation in order to maintain compliance to the Customer(s)' contract requirements
Provide/manage hardware and software support and maintenance
Coordinate the help desk calls for Level 1 and 2 and initiate Level 3 support, if required, to insure contract compliance for response time of the Customer(s)
Responsible for contributing to weekly and monthly reporting as defined by the Manager
Control/manage consumable and spare parts inventory at levels described in the Contract and as needed to maintain operations cost effectively
Participate in establishing and assume ownership of performance goals.
Support all Customer programs as required
Responsible for overseeing the maintenance and repair of all field equipment including computers, cameras, printers, UPS, signature pads, and fingerprint capture units, and ensuring that company assets are tracked and safeguarded
Effectively use escalation procedures and able to manage priorities.
Interface with principles and support personnel at IDEMIA for the diagnosis and repair of problems with field equipment hardware and software
Assist in continuous improvement initiatives intended to improve performance to the customer and cost savings to IDEMIA
Complies with all company and supported customer security and PII requirements
Builds effective relationships with internal, external, peer technicians and management.
Support other State and Federal programs as required
Must be a US Citizen, without dual citizenship
Required Skills
Must be proficient in Microsoft Office applications, including Word, Excel, and Outlook
Willingness to travel long distances on a daily basis (in-state driving, overnight stays, occasional out of state travel)
Willingness to be on-call (beeper/cell phone)
Able to configure network connections; gather, organize, analyze and troubleshoot network issues; employ support tools to trace network connectivity issues, diagnose problems and escalate to proper IT professional for resolution.
Expert capabilities in triaging and remediating system problems and issues
Strong skills and capabilities to evaluate and tune systems to allow them to run efficiently.
Excellent Root/Cause analysis experience including the interpretation of Event logs, IIS logs, web.config, and Active Directory
Extensive OS experience, including Windows 10 / Windows Server 2016/2019, Linux (RHEL)
Database Experience, including SQL Profiler and other tools, Familiar with MS SQL, ORACLE
Extensive network skills and experience including TCP/IP for UNIX and Windows; DHCP, DNS, WINS, Workgroups, Domains, Active Directory. Additionally, the configuration, management, and troubleshooting of firewall, switches, and routers.
Must have excellent organizational skills and be able to manage time and prioritize his/her own tasks and other people's tasks
Must have excellent analytical and problem-solving skills to be able to work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of multiple factors
Must be able to operate independently with minimal supervision within established department/company practices and execute appropriate action
Must be customer oriented
Must have excellent verbal and written communication as well interpersonal skills to be able to interact effectively and precisely with company staff and clients
Required Experience
Minimum 2 year technical degree in computer science or related field or 5 years of relevant work experience.
Excellent Root/Cause analysis experience including the interpretation of Event logs, IIS logs, web.config, and Active Directory
Extensive OS experience, including Windows 10 / Windows Server 2016/2019, Linux (RHEL)
Database Experience, including SQL Profiler and other tools, Familiar with MS SQL, ORACLE
Extensive network skills and experience including TCP/IP for UNIX and Windows; DHCP, DNS, WINS, Workgroups, Domains, Active Directory. Additionally, the configuration, management, and troubleshooting of firewall, switches, and routers.
External customer experience
Travel Requirement, Working Conditions and Physical Demands:
Travel Requirements, such as:
Mustbe able to travel occasional by air as needed to attend training, conferences, and related activities.
Rare overnight travel as required; should not exceed 5% of the time. Members of the Field Support organization may be required to be on call at times; and may be required to work during or after standard business hours to support customer projects.
Working Conditions, such as:
Some fieldwork may be completed in secured but potentially dangerous environments where the potential for physical attack is present or in situations which conditions may not be controlled.
Physical Demands, such as:
Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.
The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.
Must be United States citizen (dual citizenship not permitted) IDEMIA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.
