Technical Support Engineer

 

 

An Amazing Career Opportunity for a Technical Support Engineer! 

Location: Hurst, TX

Job ID: 12515

 

Do you possess the ability to quickly engage in situations, assess alternative courses of action, anticipate issues, and implement programs and tactics to drive effective change to customers? Can you quickly comprehend and make decisions by analyzing data and reviewing technical documentation? If so, 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: 

The Technical Support department is responsible for maintaining current knowledge of all product offerings and technical support procedures to provide accurate solutions to customers. With minimal supervision, the Technical Support Engineer is responsible for assisting and supporting HID business development/sales personnel, channel partners, and end-users with all HID Secure Issuance products by performing the duties listed below.


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

  • Resolving Trism software product questions &/or problems by telephone, e-mail, remote sessions, and/or in person. Most support is provided via telephone and e-mail.
  • Maintaining current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers.
    • Acquire level 1 knowledge on all Trism products (Pin Pads, HSMs, Services, etc.)
    • Acquire level 1 knowledge on the financial instant issuance printer hardware (HDPii, DTCii, HDP600ii, DTCii Plus, etc.)
    • Gain an intermediate understanding of Secure Issuance 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.
  • Providing level 1 support knowledge on Trism but is not limited to: Setup and configuration, setting adjustments, software setup and configuration, basic troubleshooting, and general maintenance such as services updates/upgrades, backup/restoring.
  • Providing level 1 support knowledge on Printers but is not limited to: Calibrations, firmware updates, components and error diagnostics, advanced printer setting adjustments, and in certain cases part replacements. It also includes the escalation of issues to level 2 and/or engineering as necessary to resolve customer issues.
  • Evaluating all HID SI products to understand functions and features to support customers and assist employees with product information.
  • Providing feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested.
  • Maintaining accurate records of customer contact information, summary of contact and problem resolution utilizing Salesforce CRM.
  • Instructing and training partners/end users on use of assigned HID products.
  • Providing updates, status, and completion information to supervisor, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
  • Administering Salesforce support portal to include, but not limited to, trouble-tickets, FAQs, documentation, solutions and other content. 

 

What we will love about your background: 

  • Excellent telephone/interpersonal/communication skills. 
  • Basic networking skills but not limited to traceroutes, pings, Wireshark, etc.
  • Familiarity with client and server operating systems, such as Windows 7, 8, 10, Server 2003, 2008, 2012,2016, 2019, Linux, and Mac.
  • Working understanding of virtualization and use of VM Ware.
  • 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.

 

Your Experience and Education include:   

  • AA/AS degree in a technical subject, and/or 1-2 years of experience within the financial instant issuance industry or card printing industry.
  • Must possess a minimum of two years of experience in technical service and product support, preferably in the financial card printing industry.

 

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

 

#techsupport #tier1 #HIDJobs

 

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

Hurst, TX, US, 76054

Production & Skilled Trades
0-10%
Entry level
30-Sep-2022


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth