Customer Support Engineer I (4465-758)

Morphotrust Des Moines , IA 50301

Posted 5 months ago

Job Summary:
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 Technical Lead to insure that IDEMIA remains in compliance of contractual obligations. A Customer Service Technician III must service all IDEMIA products the Company supports, and demonstrate superior knowledge and problem solving capabilities on all IDEMIA supported products.Essential Job Functions (includes but is not limited to):* 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 * Remain cognizant of all activities involving the Customer(s) in order to represent/protect IDEMIA interests * 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* Identifies, understands and reports customer satisfaction issues * 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 citizenshipRequired Skills*
  • Willing and able to take the initiative and be proactive to fix issues before they create any problems * 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 * 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 clientsProblem Solving, Creativity and Innovation * Effectively produce, update and maintain all required status reports and documentation. * Serve as the Train-The-Trainer to other technicians for customer requirements on processes, systems and maintenance procedures. * Effectively applies the processes of related internal organizations such as QA, Tier 3, and CM to transition upgrades, patches, etc. into field programs. * Ability to proficiently plan, schedule and install new systems, offices relocations, appropriate infrastructure changes for various programs. * Research, compile, and analyze data to develop recommendations for appropriate business decisions and/or actions. * Consistently leads and works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Acts independently to determine methods and procedures on new assignments. Able to identify and solve new or unique problems using analysis of facts and/or previous solutions. * Responsible for planning and carrying out assignments, resolving conflicts and coordinating work with others. Informs management of progress and potentially controversial matters. * Leadership * Performs independently to determine the appropriate methods and procedures on new assignments, projects or tasks. * Leads, coaches, trains and mentors other team members through new assignments, complex issues, personal objectives and/or projects. * Sets, manages and consistently meets individual objectives in connection with programs, regional and company initiatives. * Communication * Communicate effectively with all levels within the company through project presentations, demonstrations and training. * Know proper methods for writing, updating and maintaining technical documents. * Excellent interaction skills at all levels within the customer's organization including end user, 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 and written technical communication skills involving internal and external support teams. * Teamwork and Planning * Active in building the technical support team for customer facing programs. * Able to work effectively within customer teams and manage project deliverables * Builds effective relationships with internal, external, peer technicians and management. * Trains others and provide feedback on technology, products and processes. * 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 and with an awareness of budget constraints. * Organizes complex information, implements actions and is responsible for short to medium term technical projects. * Demonstrated ability to multi-task and prioritize. shooting of firewall, switches, and routers.Required ExperienceMust be eligible to work in the U.S.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.
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