Technical Support Manager

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography , we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

Purpose of the job : Managing Level 2b support and maintenance of IDEMIA systems at customer site.

Main responsibilities

• Ensure customer satisfaction in maintenance and support
• Maintain IT components in the backend and related endpoints, including Hardware and Software
• Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2a Teams
• Commit to a resolution date, formalize action plan and implement workaround for fault rectification
• Perform root cause analysis of technical issues
• Communicate and interface with vendors and customers
• Generate reports and write documentation, e.g. maintenance guide, operation manual, test procedures and test reports
• May be required to stand in and perform 24 / 7 shift duty in case of resource shortage
• Other duties as assigned

Key Challenges

Key Missions

Profile & Other Information

Experience & background : At least 12-16 years of experience in technical support and systems administration in a vendor environment

Education : Diploma in Computer Science / Computer Engineering / Information Technology related field, or equivalent practical experience

Technical skills

Knowledge and experience in :

Familiarity with the following will be advantageous : -