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Customer Support Engineer II

IDEMIA

Customer Support Engineer II

Trenton, NJ +1 location
Paid
  • Responsibilities

    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 field operations within the state / region, including interface with the Customer. Communicate with the assigned Lead to ensure that IDEMIA remains in compliance of contractual obligations. A Customer Service Technician must service all IDEMIA products the Company supports, and demonstrate superior knowledge and problem solving capabilities on all IDEMIA supported products.

    DUTIES AND RESPONSIBILITIES

    • Installs complete Livescan sites including hardware, software, peripherals, etc.
    • In cooperation with Manager, prepares preventative maintenance schedules for remote sites
    • Performs preventative and remedial hardware and software maintenance and system administration on assigned IDEMIA’s products; provides assistance on installations and removals. Installs field change orders, when required.
    • Troubleshoots and promptly escalates customer service issues and other systems anomalies to Technical Support and Support Management to ensure a swift solution
    • For individuals assigned to on-site locations, serves as primary on-site contact to IDEMIA offices
    • Makes decision for proper support procedures when system problems arise
    • Works with software developers on system enhancements
    • Prepares and reports status and attends project support meetings to ensure compliance with customer requirements.
    • After hours On Call Rotation
    • Commit to the Quality Principles of “Customer First, Do it Right the First Time, and I own Quality”

    Required Skills

    • Four year degree in related field, e.g. Computer Science, Mathematics, Physics, etc., or two year degree w/equivalent levels of experience in related field. (Appropriate levels of experience, typically two years’ experience equals one year of college, maybe exchanged for degree).
    • Must have strong computer skills with a good knowledge of Windows OS; must be comfortable with hardware and software solutions
    • Must have good decision-making skills to be able to take appropriate decisions within the framework of established department and company policies and practices in a remote environment
    • 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
    • Must be able to maintain a professional appearance at all times
    • Must be willing to travel and to work at alternate hours when required to meet varying customer volume requirements
    • Must have a valid driver’s license and a reliable transportation for long distance driving

     

    DESIRABLE SKILLS AND QUALIFICATIONS

     

    • Network Troubleshooting experience
    • Experience installing Windows desktops and servers.
    • Ability to support a variety of proprietary applications, which scan, code, match, and file fingerprints.

    Required Experience

    • Must have a minimum of three years’ experience in field service/customer support
    • Must have a minimum of three years’ experience supporting computer hardware and peripherals. including IBM, Dell, HP, and Lexmark.
    • Must have Windows XP/7/10 Administrative experience
    • Must demonstrate an intermediate knowledge of central processing units and customer service techniques
    • Must be able to run associated diagnostics

    WORKING CONDITIONS:

    • 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 65 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:

    • 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.

     

    MUST BE UNITED STATES CITIZEN (DUAL CITIZENSHIP MAY BE 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.

  • Qualifications
    • Four year degree in related field, e.g. Computer Science, Mathematics, Physics, etc., or two year degree w/equivalent levels of experience in related field. (Appropriate levels of experience, typically two years’ experience equals one year of college, maybe exchanged for degree).
    • Must have strong computer skills with a good knowledge of Windows OS; must be comfortable with hardware and software solutions
    • Must have good decision-making skills to be able to take appropriate decisions within the framework of established department and company policies and practices in a remote environment
    • 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
    • Must be able to maintain a professional appearance at all times
    • Must be willing to travel and to work at alternate hours when required to meet varying customer volume requirements
    • Must have a valid driver’s license and a reliable transportation for long distance driving

     

    DESIRABLE SKILLS AND QUALIFICATIONS

     

    • Network Troubleshooting experience
    • Experience installing Windows desktops and servers.
    • Ability to support a variety of proprietary applications, which scan, code, match, and file fingerprints.
  • Locations
    Trenton, NJ • Oklahoma City, OK