Field Service Engineer

IDEMIA Group; Auckland; Hybrid; NZD 70,000 - 100,000; Full time

Job summary

IDEMIA Group in New Zealand seeks a Field Support Engineer to maintain and support IDEMIA solutions deployed at customer sites. You will be the first technical contact, handling day-to-day incidents and coordinating with engineering teams to keep systems running under tight SLAs.

You’ll perform preventive maintenance, assist with software releases, manage spare parts, and travel across NZ to meet customer needs.

Responsibilities

• Manage hardware and software incidents within the agreed service levels
• Proactively support customers by daily administration tasks and preventive maintenance
• Troubleshoot with System Administrators and Technical Supervisors to identify root causes
• Coordinate with Software Engineers in NZ/AU to integrate new releases
• Liaise with customers to ensure satisfaction and KPI fulfillment
• Complete reports (administrative, maintenance, installation, documentation) accurately and on time
• Manage spare parts stock, ordering and stock levels
• Participate in internal and external training as required
• Be available for on-call work and occasional travel within NZ

Job description

The Field Support Engineer provides support on the day-to-day maintenance (proactive/reactive) of IDEMIA solutions and equipment typically installed at our customer premises.

The IDEMIA supplied systems run under tight SLA pressure, and the Field Support Engineer is the first technical point of contact for responding, investigating, and ultimately resolving issues on the ground.

Additional to the reactive resolution of impacted systems, the field technician also participates in the preventive maintenance of IDEMIA supplied systems/solutions in accordance with IDEMIA standards, policies and procedures.

Key Missions

• Responsible for managing hardware and software related incidents within the agreed service levels
• Proactively supports IDEMIA customers by performing daily administration tasks and regular system preventative maintenance
• In conjunction with System Administrators and Technical Supervisors, troubleshoots ultimately identifies the root cause of software and hardware problems and resolves the issue(s) in accordance with IDEMIA standards
• Work with Software Engineers in New Zealand/Australia to integrate new releases into the customer’s environment and resolve software related issues
• Liaise and meet with customers as requested to ensure that the customer is satisfied and KPI’s are always met.
• Complete all reports accurately and in a timely manner (Administrative reports, Maintenance site inspections, Installation reports, Customization documents, Document release forms and others as required)
• Manage spare parts stockholding, including ordering new stock, ensuring that adequate stock levels are maintained.
• Conduct/participate to internal and external training (as required)
• Be able to work outside of standard business hours (as required)
• Other duties (associated with your technical responsibilities) as requested

Profile & Other Information

• NZ Customs, Aviation security, and police clearances as a minimum must always be valid, noting there may be other clearances required
• Electrical Practicing license (EST).
• Able to participate in on-call roster.
• Travel to various locations in NZ might be required.