Technical Support Engineer II

An Amazing Career Opportunity for a Technical Support Engineer II!! 

Location: Eden Prairie, Minnesota/Austin, Texas (US)

Job ID: 33504

The Technical Support Engineer is responsible for providing an outstanding customer experience while supporting and assisting customers (this includes sales personnel, channel partners, and end-users) with assigned HID products.

Who are we? 

HID Global powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

HID’s Physical Access Control Solutions Department: 

HID PAC’s Business Unit focuses on the growth of new clients and existing clients where we leverage the latest card and reader technologies to solve the security challenges of our clients. Other areas of focus will include authentication, card sub systems, card encoding, Biometrics, location services and all other aspects of a physical access control infrastructure. 

As our Technical Support Engineer II, you’ll support HID’s success by: 

• Resolving assigned HID product questions &/or problems by telephone, e-mail, chat, and/or via remote sessions. Most support is provided via telephone and e-mail
• Acquiring and maintaining knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers
• Amass level 2 knowledge on the HID PACS Cloud Services (including Mobile Access, Reader Manager); wall readers and credential technologies (examples include HID Prox, iCLASS SE, Signo, Seos, MIFARE, PIV, magstripe
• Amass level 2 knowledge on Fargo branded printer and AsureID products as it pertains to utilizing the encoders
• Amass level 1 knowledge on HID OEM Controllers (Aero and Mercury).
• Gaining an intermediate understanding of physical access control system architectures to include an understanding of what products HID and/or our Partners offer in each market and competitive product that HID does not sell or offer
• Level 2 knowledge for the above includes the ability to answer Pre-Sales, Installation, and troubleshooting questions that would include attempting to reproduce the issue with a duplication of the customer environment. Troubleshooting includes wiring, configuration, configuration and firmware cards, reader operation, card questions/issues, download and installation of drivers and software, collecting logs and other items as necessary, and escalation of issues to Level 3 Technical Support Engineers and/or engineering as necessary to resolve customer issues
• Promoting accurate features, benefits, value, and proper use of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need
• Providing feedback to engineering, operations and product management regarding product problems as requested
• Maintaining accurate records of customer contact information, summary of contact and problem resolution utilizing Salesforce CRM. Additional administration of Salesforce CRM to include, but not limited to, FAQs, documentation, Knowledge Articles and other content
• Providing updates, status, and completion information to supervisor, and/or users, via voice mail, e-mail, or in-person communication
• Advising the customer, sales team, and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of products and/or services
• Testing product function, performance and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements 

What we will love about your background: 

• Ability to effectively communicate in the English language verbally and in writing
• Ability to read and interpret technical journals, specifications, international technical standards, etc.
• Communication skills within various levels of the organization
• Basic to advanced understanding of Spanish is a plus  
• Experience working with the technologies within Physical Access Control Systems including software, readers, and credentials
• Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement programs and tactics to drive effective change to customers 
• Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation
• Must possess excellent planning and organization capabilities
• Must be able to work as a part of both internal (within HID) and external (working with customer(s)) team
• Will conduct and present themselves in a businesslike, professional manner and appearance at all times

Your Experience and Education include:   

• BA/BS degree in a technical subject, and/or 2-5 years of experience within an access control field
• Must possess a minimum of two years’ experience in technical service and product support, preferably in the access control environment
• Should have low voltage electronics knowledge/experience
• Must have excellent telephone/interpersonal/communication skills
• Critical thinking and problem solving skills
• Familiar with client and server operating systems, such as Windows 10, Server 2019 or newer, and Linux. Knowledge is to include basic installation and administration of the various operating systems
• Must be proficient MS Office applications, such as Word, Excel, and Power Point
• Basic Knowledge of Mobile Devices (Application and BLE)
• Basic knowledge of Windows and application logging
• Should have a basic understanding of SQL Server (or other DBs)
• Should have a basic understanding of virtualization and use of VM Ware
• Must have experience with operation and connectivity of networking devices (i.e. hubs/routers/modems/switches)
• Should have experience with contact smart cards and the associated CA usage
• Experience with Salesforce CRM a plus

Who you are as a Team Member:

• Exceptional communication skills, both written and verbal 
• Willingness to ‘roll up sleeves’ and dive deep into tactical work when necessary
• Good interpersonal skills, willingness to learn and continue to grow professionally
• Strong team player and ability to work well with others

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise
• Innovation: You embrace challenges and want to drive ambitious change
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly

HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

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 61,000 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