Field Service Technician I

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.

**YOU MUST BE LOCATED IN ANN ARBOR, LANSING OR GRAND RAPIDS**

Essential Job Functions (includes but is not limited to)

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• This role will require travel 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 supervisor who oversees the project you will be supporting
• You will be compensated for overtime that falls outside of business hours
• You maybe be part of a compensated rotating on-call schedule that at times will be responsible for responding on nights and weekends.
• Support the day-to-day field service and repairs operation 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
• 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 or when not engaged with other duties such as being out on a service call.
• Interface with and support personnel at IDEMIA for the diagnosis and repair of problems with field equipment hardware and software
• Willingness to travel long distances daily (in & out of state driving, potential for overnight stays) as needed
• Willingness to be on-call (cell phone) and prepared to travel during business hours
• Ability to vary work hours to meet company commitments
• Good communications skills email and verbal

• A+ certification or similar experience is preferred
• Basic familiarity with TCP/IP networking and troubleshooting
• Knowledge of Active Directory, SQL, Backups, Networking, a plus
• 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 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..
• Ability to triage and support customers via phone in support of assigned programs
• Good customer service and communication skills
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