Field Service Technician II

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.

The primary responsibilities of this position are in support of customer facing IT solutions for the Hawaii state and local police operations as well as the TSA.  This includes interface with the Customer and communicating with the Field Service Manager to ensure that IDEMIA remains in compliance of contractual obligations. You will join an established team who maintain our similar product lines. You will be involved with deploying and maintaining IDEMIA provided customer solutions and establish yourself in a support role that will keep you securely employed for years to come as one of our subject matter experts on our operations team.

Essential Job Functions (includes but is not limited to):

• Maintain system functionality through preventive and remedial measures
• Sufficiently understand the system(s), specifications, and requirements to provide for effective resolution of system functionality issues if they occur
• Proactively identify potential areas of concern and appropriately address with the proper solution 
• Perform recommended periodic maintenance
• Diagnose, troubleshoot, and fix system problems
• Repair system accessories as feasible, to include printers, printer duplexers, flatbed scanners, cameras, and biometric devices
• Test and install new systems/software as needed while working with engineering deployment or integration resources as necessary
• Manages the resources associated with delivering a total support solution
• Exhibit excellent analytical and problem-solving skills to be able to work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of multiple factors
• Ability to operate independently with minimal supervision within established department/company practices and execute appropriate action
• Focus on customer service
• Maintain a professional appearance
• Provide remote and on-site support as needed. Agreeable to travel and to work at alternate hours when required to meet varying customer volume requirementsHold a valid driver’s license and a reliable transportation for long distance driving

• Participate in after-hours On Call Rotation.

• Possess excellent verbal and written communication as well as interpersonal skills to be able to interact effectively and precisely with company staff and clients.

• Implement good decision-making skills to be able to take appropriate actions within the framework of established department and company policies and practices in a remote environment.

• High School or equivalent and 2-4 years of IT experience.
• Intermediate knowledge of basic network troubleshooting, Windows OS, and computer hardware components. Able to lift 50 pounds.
• Good customer service and communication skills. Good driving record.
• Must pass personal background check and/or clearance as required by Customers.
• Ability to follow written and verbal instructions.
• Competent with Microsoft Office Suite.