Technical Support Engineer III

 

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  • Summary
  • As a Technical Support Engineer your primary objectives are to troubleshoot, reproduce and resolve technical customer issues. You are responsible for troubleshooting technical problems reported by HID Global customers. Communication skills, are important to success in this role. Customer environments can frequently be reproduced and problems discovered before logging bugs with our Engineering teams. The ability to deliver timely and detailed communication to all involved parties is critical while case ownership and the ability to drive issues to resolution through the customer and other departments is required. This position will support the HID Global - IAMS Business Segment.
  • Duties and Responsibilities
  • Troubleshooting technical problems reported by HID Global customers .
  • Advise technical personnel at the customer site, independently  negotiating resolution to technical issues. 
  • Reproduce issue in common customer environments before logging bugs with our Engineering teams.
  • Delivering timely and detailed communication to all parties is critical while case ownership and
  • Drive issues to resolution through the customer and other departments is required.
  • On-call support with occasional weekend and/or evening work is required.
  • Skills and Abilities
  • Efficient, effective communication both with customers and within internal departments
  • Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems, reproducing issues in a local environment, and testing proposed fixes from engineering
  • Common sense and organizational skills to address questions in a high-tech environment
  • Multi-tasking and time-management to prioritize and switch between varied tasks
  • Technical writing skills to create and maintain Knowledge Base articles
  • The ability to work both independently and collaboratively
  • Motivation, curiosity, ambition, and the ability to hit the ground running
  • Qualifications
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • MS SQL Database experience
  • Operating system experience (Windows & Linux), including familiarity with enterprise software environments and client-server architecture.
  • MS SQL Database experience
  • Active Directory experience
  • Programming and-or scripting experience (preferred)
  • Comprehend and triage issues encountered during deployments or initial testing
  • experience establishing and maintaining client - server environments, including troubleshooting configuration issues
  • Customer service soft skills such as customer empathy, diplomacy, and problem ownership
  • Ability to effectively communicate technical concepts to a variety of audiences with different levels of technical expertise
  • Excellent English Language communication skills – written and verbal
  • ITIL (preferred)
  • Education and/or Experience         
  • 3 to 6 years of experience in a progressively more responsible technical role
  • BS in Computer Science or related degree, or equivalent education plus relevant work experience.
  • Language Skills                   
  • Ability to effectively communicate in the English language, both verbally and in writing.
  • Ability to read and interpret technical journals, specifications, international technical standards, etc.           
  • Work Environment
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Employee works primarily in a home office environment.
  • The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties. Computer and perpheripals will be provided.
  • Work Requirements
  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
  • Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.
  • Must be legally eligible to work in the country in which you are hired.  

 

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 50,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal

Bangalore, IN, 560001

Engineering & Science
0-10%
Entry level
14-Apr-2022