Technical Engineer

IDEMIA Public Security; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

IDEMIA Public Security in Singapore is seeking an IT Support role focused on application performance and availability, collaborating with technical teams to ensure top quality service for clients.

You will handle escalated tickets, reproduce and document issues, contribute to functional inputs, and perform on-site and remote maintenance during post go-live ramp-up. This position emphasizes SLA adherence, accurate documentation, and maintaining IT infrastructure.

Responsibilities

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 within SLA or internal OLA
• Reproduces and documents customer problems and routes them to relevant solution or product development teams
• Provides input on product functionality, configuration and usage
• Designs corrective action plans or workarounds to solve issues within the SLA
• Documents ticket resolution and communicates progress to customers
• Maintains up-to-date support documentation
• Carries out on-site administration and preventive maintenance activities
• Performs system upgrades at customer premises during post go-live period
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts analysis with guidance of a Customer Success Engineer 2

Job description

Job description: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

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escape them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Performs system upgrades at customer premises during post go live period (ramp up/grace period)
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts analysis with guidance of a Customer Success Engineer 2