Greater Allentown, PA area
Full-Time / Tuesday – Saturday
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.
The primary responsibilities of this position are to support day-to-day customer facing IT field operations within the Pennsylvania / New Jersey / New York region, in support of Motor Vehicle and State, Local and Federal Law Enforcement related operations. You will join an established team in the Region and will be provided with a Cell Phone, Fleet Vehicle and Laptop. From time to time you will be required to visit our office in Harrisburg, but the majority of days you will start from your residence awaiting service calls to be dispatched. From the time a call is dispatched in general you will have two hours to arrive onsite at the customer location in your area.
PLEASE NOTE:
- TO FULFILL THIS POSITION YOU MUST BE A US CITIZEN WITHOUT DUAL CITIZENSHIP
- IN APPLYING FOR THIS POSITION YOU WILL BE SUBJECTED TO MULTIPLE STATE AND FEDERAL BACKGROUND CHECKS. IF YOU HAVE ANY PRIOR OR CURRENT CRIMINAL HISTORY, OR IF YOU HAVE CURRENT CREDIT ISSUES PLEASE DO NOT APPLY AS YOU WILL BE INELIGIBLE FOR THIS POSITION
ESSENTIAL JOB FUNCTIONS (INCLUDES BUT IS NOT LIMITED TO):
- Tuesday – Saturday
- Support the day-to-day field service and repairs operation in order to maintain compliance to the Customer(s)’ contractual SLA requirements
- Responsible for overseeing the maintenance and repair of field equipment including computers, cameras, printers, UPS, signature pads, scanners and fingerprint capture units, and ensuring that company assets are tracked and safeguarded
- Act as liaison between the IDEMIA operations team and the Customer(s)’ operational personnel
- Provide/manage hardware and software support and maintenance
- Responsible for contributing to weekly and monthly reporting as defined by the Supervisor
- Control/manage consumable and spare parts inventory at levels defined by management
- Support new additional customer operations as needed
- Assist with hardware and software upgrades to field equipment
- Triage customer issues via phone and remote desktop connection as needed or when not engaged with other duties such as being out on a service call.
- Support localized customer phone support queues as a means to expedite service
- Interface with and support personnel at IDEMIA for the diagnosis and repair of problems with field equipment hardware and software
- Willingness to travel long distances on a daily basis (in-state driving, overnight stays, occasional out of state travel)
- Willingness to be on-call (cell phone) and prepared to travel during business hours
- Ability to vary work hours to meet company commitments
Required Skills
TECHNICAL SKILLS:
- A+ Training or similar is preferred but not required
- MCSE Certification are preferred but not required
- Windows Experience
- Ability to install and manage OS, administer users’ accounts, security, configuration, patch management, updates and configure local network connectivity for supported programs.
- Capable of following documented procedures to install and maintain custom hardware components using support tools such as schematics, operating manuals and technical documentation.
- Able to assists with configuring network connections; gather, organize, analyze and troubleshoot basic network issues; employ support tools to trace network connectivity issues, diagnose problems and escalate to proper IT professional for resolution..
- Basic capabilities in triaging and remediating system problems and issues
- Ability to triage and support customers via phone in support of assigned programs
- Familiarity with network skills including TCP/IP; DHCP, DNS, WINS, Workgroups, Domains, Active Directory.
COMMUNICATION
- Communicate effectively with the team and the customer
- Excellent interaction skills at all levels within the customer’s organization including end user, branch management, and support teams.
- Acts as an information source and represents the company on projects specific to the area of expertise.
- Actively listens and solicits feedback from the customer to make process improvements.
- Strong interpersonal skills. Able to communicate effectively and tactfully with both customer management and technical staff.
- Able to discuss technical issues with non-technical team members and drive issues to resolution.
- Strong verbal communication skills involving internal and external support teams.
TEAMWORK AND PLANNING
- Able to work effectively within customer teams and manage project deliverables
- Builds effective relationships with internal, external, peer technicians and management.
- Able to work effectively within customer teams and manage project deliverables
- Applies business knowledge and understanding of customer requirements and commitments by adjusting schedules, travel requirements and allocating resources as needed within scope of responsibility.
- Recognizes obstacles during planning process, develops contingencies, recommends solutions and follows through with appropriate actions.
- Demonstrated ability to multi-task and prioritize.
Required Experience
- Requires a BS/BA, or equivalent in experience
- Requires a minimum of 2 years of experience in the service industry, preferably critical, customer service experience
- Must be a US Citizen without dual citizenship
TRAVEL REQUIREMENT, WORKING CONDITIONS AND PHYSICAL DEMANDS:
Travel Requirements, such as:
Must be able to travel occasional by air as needed to attend training, conferences, and related activities.
Occasional overnight travel as required; should not exceed 10-20% of the time. Members of the Field Support organization may be required to be on call 24/7; and may be required to work during or after standard business hours.
Working Conditions, such as:
The work requires moderate physical effort with recurring lifting and/or moving of moderately heavy items in the 30-50 pound range and occasional lifting up to 75 pounds. Requires long periods of standing, walking, recurring bending, crouching, stooping, stretching, reaching, or similar activities. Requires manual dexterity and ability to manipulate small objects.
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 IS NOT ALLOWED)
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.