Field Service Technician II

4 weeks ago

Chicago, United States IDEMIA Full time

RESPONSIBILITIES:


The primary responsibilities of this position are in support of customer facing IT solutions for the state and local police operations as well as the DMV and TSA related operations. You will join an established team who maintain our similar product lines, however this role you will be filling is to begin with a new project that has yet to be deployed. You will be involved from inception, assist with the deployment, and establish yourself into a support role that will leave you securely employed for years to come as one of our subject matter experts on our operations team.


  • This role will require travel within your support area and at times will require overnights to complete a task. If there are no scheduled activities from the day prior, you will start from your residence awaiting service calls or assignments based on management or customer request.
  • You will be assigned to a supervisor who oversees the project you will be supporting.
  • You will be compensated for overtime that falls outside of business hours.
  • You will be part of a compensated rotating on-call schedule that at times will be responsible for responding on nights and weekends.
  • Support the day-to-day field service and repairs operation in order to maintain compliance to the customers' contractual SLA requirements.
  • Responsible for overseeing the maintenance and repair of field equipment including computers, cameras, printers, UPS, signature pads, scanners, and fingerprint capture devices and ensuring that company assets are tracked and safeguarded.
  • Act as liaison between the IDEMIA operations team and the customers' operational personnel.
  • Provide and manage hardware and software support and maintenance.
  • Responsible for contributing to weekly and monthly reporting as defined by the supervisor.
  • Control and manage consumable and spare parts inventory at levels defined by management.
  • Support new additional customer operations as needed.
  • Assist with hardware and software upgrades to field equipment.
  • Triage customer issues via phone and remote desktop connection as needed or when not engaged with other duties such as being out on a service call.
  • Support localized customer phone support queues as a means to expedite service.
  • Interface with and support personnel at IDEMIA for the diagnosis and repair of problems with field equipment hardware and software.


QUALIFICATIONS


  • A+ Training or similar is preferred.
  • MCSE Certifications are preferred.
  • Familiarity with network skills including TCP/IP, DHCP, DNS, WINS, Workgroups, Domains, Active Directory.
  • Knowledge of Active Directory, VDI, SQL, Backups, Networking a plus.
  • Ability to install and manage OS, administer users’ accounts, security, configuration, patch management, updates, and configure local network connectivity for supported programs.
  • Capable of following documented procedures to install and maintain custom hardware components using support tools such as schematics, operating manuals, and technical documentation.
  • Able to assist with configuring network connections, gather, organize, analyze, and troubleshoot basic network issues, employ support tools to trace network connectivity issues, diagnose problems, and escalate to proper IT professional for resolution.
  • Capabilities in triaging and remediating system problems and issues.
  • Ability to triage and support customers via phone in support of assigned programs.
  • Valid state driver's license.
  • Able to lift 50 pounds.
  • Willingness to travel long distances on a daily basis (in-state driving, potential for overnight stays, potential out of state travel).
  • Willingness to be on-call (cell phone) and prepared to travel during business hours.
  • Ability to vary work hours to meet company commitments.


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.

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