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.
The primary responsibilities of this position are in support of customer facing IT solutions for driver services and law enforcement agencies across Tennessee and Georgia. This role may support federal related operations as well. You will join an established team who maintain our similar product lines. You will be involved with setup of equipment, 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. The ideal candidate location is in the Chattanooga region. 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 an in-state team lead who will oversee your day-to-day activities and assist with program questions.
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.
Essential Job Functions (include but are not limited to) Support the day-to-day field service and repairs operation in order to maintain compliance to the Customer(s)' contractual SLA requirements Basic hardware troubleshooting and support Responsible for contributing to weekly and monthly reporting as defined by the manager 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 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 Familiarity with network skills including TCP/IP; DHCP, DNS Ability to install and manage OS updates 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 A+ Training or similar is preferred US citizenship required (no dual) Must hold and maintain valid driver's license
