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    Technical Support Engineer - noida, India - Idemia

    Idemia
    Idemia noida, India

    3 weeks ago

    Default job background
    Description

    Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography , we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

    Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

    Purpose

    Purpose of the job: Providing Level 2 support and maintenance of IDEMIA systems at customer site.
    Main responsibilities

  • Ensure customer satisfaction in maintenance and support
  • Maintain IT components and related border-control endpoints, including Hardware and Software
  • Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2 Teams
  • Commit to a resolution date, formalize action plan and implement workaround for fault rectification
  • Perform root cause analysis of technical issues
  • Communicate and interface with vendors and customers
  • Generate reports and write documentation, e.g. maintenance guide, operation manual, test procedures and test reports
  • May be required to stand in and perform 24/7 shift duty in case of resource shortage
  • Other duties as assigned

    • Key Challenges

  • Ability to work in a fast paced & dynamic environment, handling complex incidents with professionalism
  • Conscious about service quality, with an appropriate sense of urgency in fulfilling customer requirements
  • Possess strong troubleshooting skills and techniques
  • Ability to manage daily support activities independently
  • Ensure completion of operational requests within agreed Service Levels

    • Key Missions

    Experience & background: At least 5 years of experience in technical support and systems administration in a vendor environment

    Education: Diploma in Computer Science/Computer Engineering/Information Technology related field, or equivalent practical experience

    Technical skills
    Knowledge and experience in 2 or more of these skillsets:

    • Enterprise scale Linux and Windows administration with strong troubleshooting
    skillset

    • VMware ESXi and vCenter administration with strong troubleshooting skillset
    (Preferable with CLI knowledge) (7.0 and above)

    • Kubernetes K8s

    • TCP/IP Networking, Network/Security devices (e.g. Cisco Switch, Firewall, Fortinet)

    • MSSQL, Oracle, and other database servers

    • Monitoring systems (e.g. Centreon, Nagvis)
    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, Windows Key
    Store, etc.

    • Windows PowerShell, Unix Scripting

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