Support Engineer - Global



An Amazing Career Opportunity for a Support Engineer - Global!! 

Location: Malta, Basingstoke or Galway

Job ID: 19198


The Support Engineer- Global is responsible for the continued maintenance, technical support, and enhancement of new or existing solutions. This includes having a focus on resolving support incidents quickly and efficiently to restore service within SLAs. Interacts with, customers and suppliers as necessary to correct issues.  Works with other support resources, development team or deployment teams to determine root cause for system failures and monitors trends. Conducts trend analysis to identify and prevent potential issues.


Who are we? 


HID 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: and 

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


  • Supporting HIDs high-profile IT systems for our Global customers, including all HID contracted software and hardware components.
  • Incident Management – Resolving, eliminating, reducing client and/or user reported issues, for all components supported by HID, including the processes of request fulfilment, problem management, asset management, and managing and updating assigned tickets on the HID service management tool.
  • Leading technical Level 2 support for both HID and 3rd party systems
  • Leading technical Level 3 support in at least 1 specialized area (such as PKI/ICAO/CA Operations/ HID Proprietary Applications- Integrale, Identify/Legacy Applications MIDIS/ Specialized HW - personalization devices etc.)
  • Supporting the initial technical investigation for the Level 1 issues
  • Supporting end users by ensuring the current systems are available;
  • Supporting and liaising with HID local partners, field engineers and other internal teams to restore and resolve impacted systems
  • Liaising with stakeholders as required, supporting investigations into incidents/problems/requests escalated to them
  • Providing professional support in line with the Service Level Agreements (SLA) ensuring contractual targets are achieved and customer satisfaction maintained within the ITIL framework
  • Pre-empting/predicting and diagnosing customer impacting issues.
  • Performing corrective and preventive system health checks and maintenance, and assisting with ongoing system operations such as installations and upgrades.
  • Identifying delivery and operational risks and provide inputs how to mitigate.
  • Change Management - Ensuring changes to the live systems are all adequately planned, tracked, tested, documented, approved and audited with the appropriate back-out plans.
  • Knowledge Management - leading with the generation and maintenance of all technical system and troubleshooting documentation, such as the creation of user guides, manuals, training video and slide deck etc., ensuring proper version control is employed in accordance with the latest standards.
  • Engaging with suppliers and documenting all technical materials for knowledge sharing.
  • Delivering training for system use to customers or HID’s third party suppliers.
  • Providing visit reports, periodic reports, status updates or feedback as required.
  • Being held accountable for timely communication of status or critical decisions needed from accountable executives - Proactively identify options/recommendations.
  • Participating in the Core Team meetings
  • Chairing technical meetings and presenting to a varied stakeholder group.


What we will love about your background: 


  • Requires a minimum of 3 years’ experience as a support engineer at level 1 and 2 support with some experience in level 3 specialist support
  • Proven track-record of successfully supporting large solutions with various components including hardware, software and server components within an enterprise IT environment
  • Proven track-record of successfully troubleshooting with fault-finding capabilities, from a holistic approach.
  • Experience building effective working relationships with customer and suppliers.
  • Experience working internationally.


Your Experience and Education include:


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.

  • Information Technology or related Degree
  • IT Certification Microsoft/Linux/Oracle/Cisco
  • ITIL foundation certification



Why apply? 


  • Empowerment: You’ll work as part of a global team in a flexible workenvironment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes.If you have most of the skills and experience, we want you to apply.
  • Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
  • Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.


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 52,000 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.

Zejtun, MT, ZTN3000 Galway, IE, H91A4T2 Basingstoke, ENG, GB, RG24 8WG

IT, Telecom & Internet
Travel Required: 31%-60%
Mid-senior level