Field Service Technician I

IDEMIA

11d

About The Position

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

Requirements

YOU MUST BE LOCATED IN ANN ARBOR, LANSING OR DETROIT AREA
This role will require travel and at times will require overnights to complete a task. If there are no scheduled activities from the day prior, you will start from your residence awaiting service calls or assignments based on management or customer request
You will be assigned to a supervisor who oversees the project you will be supporting
You will be compensated for overtime that falls outside of business hours
You maybe be part of a compensated rotating on-call schedule that at times will be responsible for responding on nights and weekends.
Capable of following documented procedures to install and maintain custom hardware components using support tools such as schematics, operating manuals, and technical documentation.
Able to gather, organize, analyze, and troubleshoot basic network issues; employ support tools to trace network connectivity issues, diagnose problems, and escalate to proper IT professional for resolution..
Ability to triage and support customers via phone in support of assigned programs
Good customer service and communication skills

Nice To Haves

A+ certification or similar experience is preferred
Basic familiarity with TCP/IP networking and troubleshooting
Knowledge of Active Directory, SQL, Backups, Networking, a plus

Responsibilities

Support the day-to-day field service and repairs operation to maintain compliance to the Customer(s)’ contractual SLA requirements
Responsible for overseeing the maintenance and repair of field equipment including computers, cameras, printers, UPS, signature pads, scanners and fingerprint capture devices, and ensuring that company assets are tracked and safeguarded
Act as liaison between the IDEMIA operations team and the Customer(s)’ operational personnel
Provide/manage hardware and software support and maintenance
Control/manage consumable and spare parts inventory at levels defined by management
Support new additional customer operations as needed
Assist with hardware and software upgrades to field equipment
Triage customer issues via phone and remote desktop connection as needed or when not engaged with other duties such as being out on a service call.
Interface with and support personnel at IDEMIA for the diagnosis and repair of problems with field equipment hardware and software
Willingness to travel long distances daily (in & out of state driving, potential for overnight stays) as needed
Willingness to be on-call (cell phone) and prepared to travel during business hours
Ability to vary work hours to meet company commitments
Good communications skills email and verbal