Technical Support Engineer

5 months ago


Singapur, Singapore Idemia Full time

You may not know our name, but you have surely used our innovations and solutions.

Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.

We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.

We serve our clients in 180 countries thanks to our 15,000 employees worldwide.

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 OLAReproduces and document customer problems and escalate them to relevant solution or product development teamsProvides input as required on product and customer specific functionality, configuration and usageDesigns corrective action plans or local workarounds that allow issues to be solved within the SLADocuments ticket resolution and ensure proper communication or reporting to customers on ticket resolution progressMaintains support documentation up to dateCarries out on-site administration and preventive maintenance activitiesPerforms system upgrades at customer premises during post go live period (ramp up/grace period)Ensures procedures are correctly implementedMaintains IT infrastructure and backend components, including hardware and softwareConducts analysis with guidance of a Customer Success Engineer 2

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