Customer Support Engineer

Idemia; Wokingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading identity technology company is seeking a Technical Support Engineer in Wokingham. The role involves analyzing complex support tickets, providing Linux systems support, and ensuring compliance with ISO standards. Ideal candidates should have strong troubleshooting skills and experience supporting public sector clients. This position requires eligibility for UK SC Clearance and a Full UK Driving Licence.

Qualifications

• Strong experience in a technical support or engineering role.
• Hands-on expertise with Linux systems is essential.
• Ability to manage complex incidents effectively.

Responsibilities

• Analyze, troubleshoot, and resolve complex tickets.
• Provide technical support for Linux-based systems.
• Assist in maintaining ISO27001 and Cyber Essentials compliance.

Skills

Technical support

Linux systems

Troubleshooting

Documentation

Python

Good communication

Job description

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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

This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key Missions

• Analyze, troubleshoot, and resolvecomplex tickets escalated by Level 1 or 2 support (internal and external), within SLA or internal OLA.
• Reproduce and documentcustomer-reported issues and escalate appropriately to product or solution development teams.
• Design and implementcorrective action plansor local workarounds to meet resolution timelines.
• Providetechnical support for Linux-based systemsand assist in maintaining backend components and IT infrastructure (hardware and software).
• Contribute tosystem upgrades and maintenanceactivities at customer premises during ramp-up/grace periods.
• Performpreventive maintenance and on-site system administrationtasks as required.
• Maintain and improvesupport documentation, functional guides, and procedural documents using Microsoft tools.
• Assist inmaintaining ISO27001 and Cyber Essentialscompliance and ensure procedures are properly implemented.
• Provide expert input onproduct functionality, configuration, and usagebased on customer-specific needs.
• Attend customerworkshops and meetings, with occasional travel to client sites across the UK.

Profile & Other Information

What you’ll bring:

• Strong experience in a technical support or engineering role, ideally supporting UK Government or public sector clients.
• Hands-on expertise with Linux systems(essential).
• Familiarity withPythonfor scripting or troubleshooting (preferred).
• Excellent troubleshooting and documentation skills.
• Ability to performindependent analysisand manage complex incidents effectively.
• Good communication skills and a collaborative mindset to build strong customer and internal relationships.
• Full UK Driving Licence.
• Eligibility to obtain and maintainUK SC ClearanceandNPPV3 Clearanceis essential.
  Note: To gain clearance, candidates must have lived in the UK continuously for the past 5 years. Criminal convictions may affect eligibility.

Nice to have:

• Experience working with or delivering solutions toUK Governmentdepartments or law enforcement agencies.
• Knowledge of biometric or identity systems is a plu