Technical Support Engineer

 

 

An Amazing Career Opportunity for a Technical Support Engineer!! 

Location: Eden Prairie, Minnesota 

Job ID: 16139

 

Do you have what it takes to join a dynamic support team where you can use your technical support engineer experience? Can you troubleshoot and resolve multiple stakeholder related issues in a timely manner? If you are great at providing an outstanding customer experience and managing workflow, then we want to hear from you!

 

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 Technical Support Department: 

As the PACS Technical Support global team, we assist in putting the customer first in everything that we do. We work to resolve their inquiry or problem regarding our products and services, ensuring that we provide a positive customer experience. We also provide customer feedback to our product marketing and engineering teams to help improve our products and services. This position helps HID maintain and grow our position as an industry leader.


As our Technical Support Engineer, 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 to provide accurate solutions to customers.
  • Having basic knowledge of mobile devices (Application and BLE).
  • Having basic knowledge of Windows and application logging.
  • Having a basic understanding of MS SQL Server (or other DBs).
  • Having a basic understanding of virtualization and use of VM Ware.
  • Having experience with operation and connectivity of networking devices (i.e. hubs/routers/modems/switches).
  • Having experience with contact smart cards and the associated CA usage.
  • Amassing 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.
  • Amassing level 2 knowledge on EDGE EVO Solo, Fargo branded printer and AsureID products as it pertains to utilizing encoders.
  • Amassing level 1 knowledge on HID OEM Controllers (VertX EVO, EDGE EVO, 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. 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 and providing a positive solution to customer problems.
  • Testing product function, performance, and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements.

 

What we will love about your background: 

  • Familiar with client and server operating systems, such as Windows 10, Server 2016 or newer, and Linux. Knowledge is to include basic installation and administration of the various operating systems.
  • Experience with Salesforce CRM. 
  • Ability to work well under pressure and ability to multi-task to meet deadlines.
  • Must be proficient MS Office applications, such as Word, Excel, and Power Point.

 

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 or 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.
  • Strong level of Spanish Fluency is greatly taken into account.

 

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.
  • You welcome opportunities to incorporate diversity into your work, including valuing different backgrounds, experiences and opinions. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging.

 

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.

 

This opportunity may be open to flexible working arrangements.

 

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 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

Eden Prairie, MN, US, 55344

Customer Service & Contact Center Operations
0-10%
Mid-senior level
17-Feb-2023


Nearest Major Market: Minneapolis