Technical Support Engineer (HID1907)

Location: 
Remote North AmericaRemote
HID Global
2021-05-20
Job Type: 
Full-time
Functional Area: 
Customer Service
Job Level: 
Executive

Become a Technical Support Engineer in an Innovative High-Tech Security Company

Job ID: HID1907

Location: Remote, US & Canada

#Securing your Future!


As a Technical Support Engineer 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.
 

What you will be doing

  • 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.
  • On-call support with occasional weekend and/or evening work is required.


What we are looking for    

  • 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


Who you are

  • 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.
  • 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


Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team

 

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran

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 4,000 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.