Technical Support Engineer (HID1126)

Full-time
HID Global
2020-08-05
Region: 
Remote North AmericaUSRemote

HID Global powers the trusted identities of the world's people, places and things. Everyday 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.

 

If you want to be part of pioneer players at a company that is changing the world, please read on!

 

Summary

As a Technical Support Engineer II your primary objectives are to troubleshoot, reproduce and resolve technical customer issues. You are responsible for troubleshooting technical problems reported by HID Global customers. Communication skills, are important to success in this role. Customer environments can frequently be reproduced and problems discovered before logging bugs with our Engineering teams. The ability to deliver timely and detailed communication to all involved parties is critical while case ownership and the ability to drive issues to resolution through the customer and other departments is required. This position will support the HID Global - IAMS Business Segment.

 

Duties and Responsibilities

  • Troubleshooting technical problems reported by HID Global customers .
  • Advise technical personnel at the customer site, independently  negotiating resolution to technical issues. 
  • Reproduce issue in common customer environments before logging bugs with our Engineering teams.
  • Delivering timely and detailed communication to all parties is critical while case ownership and
  • Drive issues to resolution through the customer and other departments is required.

 

Skills and Abilities

  • Efficient, effective communication both with customers and within internal departments
  • Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems, reproducing issues in a local environment, and testing proposed fixes from engineering
  • Common sense and organizational skills to address questions in a high-tech environment
  • Multi-tasking and time-management to prioritize and switch between varied tasks
  • Technical writing skills to create and maintain Knowledge Base articles
  • The ability to work both independently and collaboratively
  • Motivation, curiosity, ambition, and the ability to hit the ground running

 

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.

  • Operating system exposure (Windows), including familiarity with enterprise software environments and client-server architecture.
  • MS SQL Database experience
  • Some experience establishing and maintaining client - server environments, including troubleshooting configuration issues
  • Customer service soft skills such as customer empathy, diplomacy, and problem ownership
  • Ability to effectively communicate technical concepts to a variety of audiences with different levels of technical expertise

 

Education and/or Experience         

  • 3+ years of experience in a progressively more responsible technical role
  • BS in Computer Science or related degree, or equivalent education plus relevant work experience.

 

Language Skills                   

  • Ability to effectively communicate in the English language, both verbally and in writing.
  • Ability to read and interpret technical journals, specifications, international technical standards, etc.        

 

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 a home office environment.
  • The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties. Computer and perpheripals will be provided.

 

Work Requirements

  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
  • Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.
  • Must be legally eligible to work in the country in which you are hired.  

 

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.