Technical Support Engineer (40309)

ASSA ABLOY Global Solutions; Paris; Sur place; EUR 45 000 - 60 000; Plein temps

Résumé du poste

A global access solutions provider is seeking a Technical Support Engineer to manage technical support cases and deliver exceptional service for customers. The candidate should have a background in computer science and significant experience in technical roles. This position involves troubleshooting issues, managing incidents, and collaborating with various teams to ensure customer satisfaction. A competitive salary and benefits package is offered.

Prestations

Competitive salary and rewards package

Annual leave offering for work-life balance

Career development opportunities

Qualifications

• 3+ years of experience in a technical role.
• Experience with ITIL Framework.
• Strong experience in Microsoft Server and database systems.

Responsabilités

• Manage technical support cases within SLA.
• Troubleshoot and resolve customer issues.
• Communicate with stakeholders throughout the case.

Connaissances

Communication skills

Incident management

Troubleshooting

Technical support

Customer service

Formation

BS in Computer Science or related field

Outils

Microsoft Server Technologies

SQL Server

Windows Server

Active Directory

Description du poste

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An Amazing Career Opportunity fora Technical Support Engineer!!

Location: Stockholm, Sweden

Job ID: 40309

As a Technical Support Engineer, you will have the aptitude and drive to not only analyze and mitigate technical cases, but also the passion to gain a clear understanding of all the technologies root cause. Your primary objectives within the role are to effectively manage technical support cases within SLA driving exceptional service for HID Global customers, supporting authentication and credential management products.

Communication skills, both technical and social, are critical for this role. You will be required to communicate with senior level technical and managerial roles, both internal at HID Global, and with our external customers. Sales, or Professional Services may also be involved in some issues, however it is the technical support team who owns the case and is responsible for keeping all stakeholders informed until resolution, taking ownership of major Incidents and ensuring to communicate effectively throughout the process, defining a clear plan to mitigation / resolution.

Who are we?

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

Identity and Access Management Solutions (IAMS):

HID Global IAM products protect more than 85 million user identities.

HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.

As our Technical Support Engineer , you’ll support HID’s successby:

• Incident management ensuring that all cases are effectively managed, updating incidents, and working to SLA
• Implementing a strong work and customer ethic to mitigate escalations, however when raised taking ownership and driving through to resolution
• Delivering exceptional service to the customer and aiding to evolve the ethos of technical support becoming more customer centric
• Understanding new and existing technologies to ensure development opportunities
• Highlight overall deliverables and areas which need support or improvement
• Working in alignment with the wider technical support function, adopting working practices and processes to aid in evolving the Global IAM TS model
• Troubleshooting & resolving technical problems reported by HID Global customers
• Advising Senior level technical and management personnel at the customer site, independently negotiating resolution to issues that may span both the business and technical realm
• Complex customer environments are meticulously reproduced, and problems vetted before logging bugs with our Engineering teams
• Frequently advise the Engineering team on the true nature of the issue, impact and priority
• Delivering timely and detailed communication to all parties is critical while the case is in progress
• Driving issues to resolution through the customer and other departments as required
• Taking ownership of Major incidents, drive communication and mitigation
• On call – Participate in the on-call rotation to support customer-facing environments. (with on-call bonus)

YourExperienceand Background include:

• BS in Computer Science, or related field. Candidates with equivalent education, plus relevant work experience may also be considered
• 3+ years of experience in a progressively more responsible technical role
• Previous experience delivering in a similar role with technical management accountability (including Incident management / Major incident management)
• Experience utilizing and implementing ITIL Framework, preferably ITIL certified
• Current and strong experience in Microsoft Server Technologies and consumer authentication with implementation of large .NET technology with SQL Server or Oracle Database systems within enterprise setting is required
• Excellent Windows Server and Linux skills (Preferably RedHat, CentOS or Ubuntu)
• Active Directory, ADFS
• Database Experience: SQL Server, SQL Queries, Oracle
• Windows Server
• An understanding of the following: Web Application Servers, Firewalls, Databases, Proxy servers or Load Balancers
• Ability to effectively communicate in the English language, both verbally and in writing, including being able to clearly articulate solutions to technical problems
• Demonstrated ability to effectively communicate complex concepts to project teams including business representatives, customers and leadership.
• Ability to read and interpret technical journals, specifications, international technical standards, etc.
• An understanding of at least one cloud service provider (example: Alibaba, Microsoft Azure, Amazon Web Services, Google Cloud)
• An understanding of at least one of the following: FIDO, PKI, OAUTH / OAUTHII, OATH, OpenID Connect, TLS
• An understanding of API and Postman / Troubleshooting
• Understanding of Certificate Authorities / implementation and troubleshooting

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply?

• Empowerment: You’ll work as part of a global team in a flexible workenvironment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes.If you have most of the skills and experience, we want you to apply
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact [e-mail] .

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.