Field Service Technician II

Overview:

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.

• Service and maintain hardware and software for our customers across multiple Justice and Public Safety programs.
• Meet SLA requirements by closing out service tickets in a timely manner.
• Maintain and track spare part inventory.
• Perform bench repair on hardware.
• Diagnose and solve customer problems remotely as well as performing repairs, installs, and preventative maintenance on site.
• Provide technical support in the field including installation, repair, and preventative maintenance for IDEMIA products deployed at customers locations.
• Additional duties as required.

• US citizenship required.
• Candidate must possess good time management skills and have an in-depth understanding of service level agreements.
• Candidate should have good communication and interpersonal skills with the ability to simplify complex technical terminology.
• Candidate must be a self-starter with the ability to work with minimal supervision.
• Strong experience with hardware (server, PC/laptop, printers).
• Ability to troubleshoot basic IDEMIA livescan and workstation application.
• Basic knowledge virtualization technology.
• Strong experience in Windows 10 and Windows 11.
• Basic experience in Server 2012/2016/2019 and Active Directory.
• Some understating of Relational Databases.
• Basic experience with RAID subsystems.
• Basic understanding of backup and recovery and imaging applications.
• Familiar with IT security practices, patch management, and anti-virus application.
• Good understanding of data communication and networking.
• Be able to participate with on-call rotation and standby.
• Familiar with VPN and remote support.
• Working knowledge with Microsoft Office suite.
• Excellent customer relationship experience.
• Ability to follow written and verbal instructions.
• Ability to work within a team and follow through with tasks and projects.
• Ability to manage spare parts depot.
• Ability to manage work-related expenses, submitting applicable documentation in accordance with company policy.
• Willing to utilize personal vehicle for company use.
• Willing to work from home as a primary work location.
• Willing to work on company products at customer locations.
• Must pass security background check and/or clearance as required by law enforcement customers.