Field Service Technician II (GRAND RAPIDS, MI AREA)

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.

• Maintenance and repair of all field equipment including computers, cameras, printers, UPS, signature pads, and fingerprint capture units within defined service areas. 
• Travel for on site service - frequent in-state driving, long distance if required, overnight stays as needed, occasional out of state travel.
• Provide excellent customer service by working with end users and support personnel to diagnose, repair, and maintain deployed hardware and software in a prompt and courteous manner. 
• Maintain and manage spare parts inventory, ensuring that company and customer assets are tracked and safeguarded.
• Maintain and safely operate IDEMIA supplied field service vehicle. 
• Remain cognizant of all activities involving the customers in order to represent and protect IDEMIA's interests.
• Escalate calls to level 2 and 3 support teams when appropriate.
• Contrubute to weekly and monthly reporting as applicable.
• Participate in establishing and assume ownership of performance goals.
• Prompltly respond to incidents and service requests to resolve issues as quickly as safely possible.
• Responsible for designing and documenting procedures used in the maintenance, repair, and upgrading of all field equipment.
• Assist in continuous improvement efforts intended to improve customer service and support and cost savings to IDEMIA.
• Take initiative and be proactive to fix issues before they create any problems.
• Adjust work hours to meet customer requirements - overtime occasionally required. 

• US citizen only (no dual citizenship).
• Valid driver's license.
• Ability to pass State and Federal background checks.
• Able to work effectively as part of a technical team, communicating and coordinating logistical and troubleshooting activites.
• Comfortable multitasking and managing stress while working in busy customer environments.
• Strong interpersonal skills. Able to communicate effectively and tactfully with customer end users, management, and technical staff.
• Experiential knowledge of Windows operating system installation, configuration, networking, and patching.
• Extensive experience with PC and periferal hardware installation, maintenance, and troubleshooting.
• Comprehensive understanding of software application installation, configuration, and troubleshooting.
• Experience configuring, analyzing, and troubleshooting TCP/IP network connections and infrastructure.
• Must be able to gather, organize, and logically present troubleshooting information for use by level 2 and 3 support teams.
• Experience building and restoring system images through standardized tools.
• Working knowledge of Active Directory, Group Policy, DNS, DHCP, XML, Windows comand line, and Powershell.
• Able to interpret schematics, operating manuals and technical documentation in support of system installation and troubleshooting.
• Root cause analysis experience including the interpretation of Windows Event Viewer and application logs.
• Experience with system security including the management of Certificates, Bitlocker, NTFS and share level permissions.