Technical Support Engineer (HID421)

RequestInformation
Full-time
HID Global
2019-10-04
Mexico City Latin AmericaMexicoMexico City

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 3,500 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.

 

Summary:

With minimal supervision, the Senior Technical Support Specialist is responsible for assisting and supporting HID business development/sales personnel, channel partners, and end-users with all HID IAM products by performing the duties listed below.

 

Duties and Responsibilities include the following. Other duties may be assigned.

  • Resolves HID IAM product questions &/or problems by telephone, e-mail, remote sessions, and/or in person.
  • Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers.
    • Amass level 3 knowledge of the complete line of Fargo branded printer products.
    • Amass level 3 knowledge of the complete line of AsureID branded software products.
    • Amass level 3 knowledge of the complete line of Visitor Management Software products.
    • Amass level 3 knowledge on the OMNIKEY reader product lines.
    • Amass level 3 knowledge on the 125 kHz and 13.56 MHz smart card reader product lines (contact and contactless) used in conjunction with all card types.
    • Amass level 3 knowledge on the Magstripe card and reader product lines.
    • Amass level 3 knowledge of the complete line of network controller products.
    • Amass level 3 knowledge of RS232 and RS485 communication as it pertains to readers and controllers.
    • Gain a basic understanding of physical and logical access control system 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.
  • Level 3 knowledge for the above includes the ability to answer Pre-Sales, Installation, and troubleshooting questions that would include attempting to reproduce the issue with a duplication of the customer environment. Troubleshooting includes wiring, configuration issues/errors, configuration and firmware cards, reader operation, card questions/issues, download and installation of drivers and software, collecting logs and other items as necessary, and escalation of issues to Level 4 and/or engineering as necessary to resolve or identify viable work around to customer issues.
  • Evaluates all HID IAM 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.
  • Instructs and trains partners/ end users on use of all HID IAM 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, scientific or engineering issues that affect the sales, installation and utilization of organization products and/or services.
  • Administer Salesforce support portal to include, but not limited to, trouble-tickets, FAQs, documentation, Solutions and other content. 
  • 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.
  • Assist with creation and maintenance of IAM technical support procedures.
  • Test product function, performance and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements.
  • Work with HID Engineering to help partner’s developers with special projects.
  • Provide technical support at trade shows as requested by Sales & Marketing staff.
  • Provide Pre-Sales support as requested by the Sales & Business Development teams.
  • Assist TEP1 and TEP2 Technical Support Engineers with issues and escalations as necessary.
  • Attend product team meetings to represent the customer and Regional Technical Support to include product issue triage, service pack planning, and new product planning.

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience

  • Ideally educated to a college degree in a related technical subject or equivalent experience. 
  • Must possess a minimum of 5 years of experience in technical service and product support, preferably in the access control environment.
  • Must have excellent telephone/interpersonal/communication skills. 
  • Critical thinking and problem solving
  • Should have basic knowledge of card personalization/identification industry in general.

 

Language Skills   

  • Position in Mexico City: Ability to effectively communicate in the English and Spanish language verbally and in writing. . Basic to advanced understanding of Portuguese is a plus.
  • Position in São Paulo City: Ability to effectively communicate in the English, Spanish and Portuguese language verbally and in writing.
  • Ability to read and interpret technical specifications, international technical standards, etc.

 

Computer Skills

  • Familiar with client and server operating systems, such as Windows 7, 8, Server 2008 and newer, Linux, and Mac.
  • Must be proficient MS Office applications, such as Word, Excel, Visio and Power Point, etc.
  • Must have experience with operation and connectivity of networking devices (i.e. hubs/routers/modems/switches).
  • Basic knowledge of Windows and application logging.
  • Should have a basic understanding of virtualization and use of VM Ware.
  • Should have experience with SQL Server (or other DBs).
  • Should have experience with contact smart cards and the associated CA usage.
  • Experience with Salesforce CRM a plus.
  • Experience with programming languages (C/C++, C#, .NET)

 

Customer Expectations

Highlight knowledge, skills, abilities and traits necessary in this role to satisfy our customer's expectations:

  • Experience working with the technologies within Smart, Banking and Magnetic Stripe cards.
  • Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement programs and tactics to drive effective change
  • Ability to quickly comprehend and make decisions by analyzing data, troubleshoot DTC/HDP product effectively, and review 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.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Employee works primarily in an office environment, within a well ventilated area, and is exposed to moderate noise levels.
  • Employee works sitting down for extended periods of time utilizing telephone, computer, access control, and electronics equipment to support customers.

 

Work Requirements

  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
  • Must possess a valid driver’s license and personal credit card.
  • Minimal travel and/or fieldwork to include occasional international travel; therefore, employee must possess or can acquire a valid United States Visa.
  • Employee is exposed to moderate noise levels.
  • Approximately 20-30% travel and fieldwork.
  • Must be able to work sitting down for extended periods of time.
  • Must be able to flex, bend and reach, in order to use office equipment and materials.
  • Must be able to use hands and fingers in order to operate personal computer, hand tools and related equipment.
  • Must be able to travel via automobile and airplane.

 

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.