Technical Support Engineer 5860/5861/5862/5863

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Full-time
HID Global
2019-07-17
Region: 
Hurst, TX North AmericaUSHurst, TX

If you enjoy a fast-paced work environment, new technology, learning new tasks this might be the job for you! HID Global is looking to hire Technical Support Engineers to join their growing team and is a self-starter, requires minimal supervision, enjoys working with and talking to people over the phone while assisting with their issues.

HID Global powers the trusted identities of the world’s people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally. Millions of people around the world use HID products and services to navigate their everyday lives, and over 2 billion things are connected through HID technology. We work with governments, educational institutions, hospitals, financial institutions, industrial businesses and some of the most innovative companies on the planet. Headquartered in Austin, Texas, HID Global has over 3,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.

Essential Duties and Responsibilities:
• The person in this position will be responsible for assisting and supporting HID business development/sales personnel, channel partners, and end-users
• Resolves Trism software product questions &/or problems by telephone, e-mail, remote sessions, and/or in person. Most support provided is via telephone and e-mail
• Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers
o Acquire level 2 knowledge on the Trism products
o Acquire level 2 knowledge on the financial instant issuance printer hardware
• Gain an intermediate understanding of Secure Issuance architectures to include an understanding of what products HID and/or our Partners offer in each market and competitive product that HID does not sell or offer
o Level 2 support knowledge includes all level 1 knowledge on: Trism setup and configuration, service upgrades, backup and restore keys, setting adjustments, driver and software setup and configuration, basic troubleshooting, cleaning and general maintenance
o Level 2 support knowledge includes but is not limited to: Calibrations, firmware updates, Printer component and error diagnostics, advanced printer setting adjustments, and in certain cases part replacements. It also includes the escalation of issues to level 3 and/or engineering as necessary to resolve customer issues
• Evaluates all HID SI products to understand functions and features to support customers and assist employees with product information.
• Provides feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested.
• Maintains accurate records of customer contact information, summary of contact and problem resolution utilizing Salesforce CRM
• Instructs and trains partners/end users on use of assigned HID products
• Provides updates, status, and completion information to supervisor, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication
• Advise the sales force, customer and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of organization products and/or services
• Assist with creation and maintenance of technical support procedures
• Administer Salesforce support portal to include, but not limited to, trouble-tickets, FAQs, documentation, Solutions and other content.
• Test product function, performance and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements
• Promote accurate features, benefits, and value of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need
• Provide Pre-Sales support as requested by the Sales & Business Development teams

Required Knowledge / Experience:
• AA/AS degree in a technical subject, and/or 2-5 years of experience within the financial instant issuance industry or card printing industry
• Must possess a minimum of two years of experience in technical service and product support, preferably in the financial card printing industry
• Must have excellent telephone/interpersonal/communication skills
• Critical thinking and problem solving skills
• Basic to advanced understanding of Spanish is a plus
• Familiar with client and server operating systems, such as Windows XP, Vista, 7, 8, 10, Server 2003, 2008, and 2012, Linux, and Mac
• Should have intermediate knowledge of database connectivity and functionality (i.e. Access, SQL, Oracle, ODBC, MS Active Directory/LDAP, etc.)
• Basic knowledge of Windows
• Should have a basic understanding of virtualization and use of VM Ware
• Must have experience with operation and connectivity of networking devices (i.e. printers, hubs/routers/modems/switches)
• Experience with Salesforce CRM a plus

In addition, successful candidates will have the following profile:
• Experience working with the technologies within the financial card printing/personalization industry.
• Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement programs and tactics to drive effective change to customers
• Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation
• Must possess excellent planning and organization capabilities
• Must be able to work as a part of both internal (within HID) and external (working with customer(s)) team
• Will conduct and present themselves in a businesslike, professional manner and appearance at all times
• Must be proficient in MS Office applications, such as Word, Excel, Visio and Power Point, etc
• Ability to communicate effectively in the English language verbally and in writing
• Must be legally eligible to work in the United States
• Travel and fieldwork including international travel, therefore employee must possess or can acquire a valid Passport
• Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems

This position is based in Hurst, TX. No relocation is available for this position. No phone calls or agencies please. If interested, please submit your resume by clicking on the ‘Apply button’ on the HIDGlobal.com career page. HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran. If you have a disability, which limits your ability to apply online, please contact us at [email protected] to submit your expression of interest in a position with our Company.