Field Service Technician I (YOU MUST LIVE IN THE SAN ANTONIO/AUSTIN 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.

The primary responsibilities of this position are in support of customer facing IT solutions for state and local law enforement agencies as well as TSA related operations.  

Essential Job Functions (includes but is not limited to)

• This role will require travel within your support area and at times will require overnights to complete a task. If there are no scheduled activities from the day prior, you will start from your residence awaiting service calls or assignments based on management or customer request
• You will be assigned to a manager and tech lead who oversee the project you will be supporting
• You will be compensated for overtime that falls outside of business hours
• You will be on-call 24/7 for critical service calls in your support area
• Support the day-to-day field service and repairs operation in order to maintain compliance to the Customer(s)’ contractual SLA requirements
• Responsible for overseeing the maintenance and repair of field equipment including computers, cameras, printers, UPS, signature pads, scanners and fingerprint capture devices, and ensuring that company assets are tracked and safeguarded
• Act as liaison between the IDEMIA operations team and the Customer(s)’ operational personnel
• Provide/manage hardware and software support and maintenance
• Responsible for contributing to weekly and monthly reporting as defined by the manager/tech lead
• Control/manage consumable and spare parts inventory at levels defined by management
• Support new additional customer operations as needed
• Assist with hardware and software upgrades to field equipment
• Triage customer issues via phone and remote desktop connection as needed

• Excellent customer service skills
• Good written and oral communication skills
• Ability to travel frequently, including overnight stays
• High School Diploma or GED
• Ability to pass a company background check as well as multiple state and federal background checks
• A+ Training or similar is preferred
• Familiarity with network skills including TCP/IP; DHCP, DNS, WINS, Workgroups, Domains, Active Directory.
• Knowledge of Active Directory, SQL, Backups, Networking, a plus
• Ability to install and manage OS, administer users’ accounts, security, configuration, patch management, updates and configure local network connectivity for supported programs.
• Capable of following documented procedures to install and maintain custom hardware components using support tools such as schematics, operating manuals and technical documentation.
• Able to assists with configuring network connections; gather, organize, analyze and troubleshoot basic network issues; employ support tools to trace network connectivity issues, diagnose problems and escalate to proper IT professional for resolution..
• Capabilities in triaging and remediating system problems and issues
• Ability to triage and support customers via phone in support of assigned programs