Technical Support Engineer (3rd Party)
- Idemia Syscom India
- 2 - 4 years
- Pune
- 4 months ago
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Job Description
Job description
We are passionate about shaping the future of secure identity and authentication solutions. Our innovative technologies play a crucial role in enhancing security, privacy, and convenience for individuals and organizations worldwide.
You may not know our name, but you have surely used our innovations and solutions. Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.
We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.
We serve our clients in 180 countries thanks to our 15,000 employees worldwide.
About IDEMIA Public Security
We are dedicated to serving government and public security entities and, in so doing, IDEMIA is committed to the responsible use of technology for public safety. We develop cutting-edge biometrics technologies and identity verification systems that prioritize privacy, human rights and ensure fair and unbiased application. We are also committed to building an inclusive and diverse culture and our impact on sustainability. For example, in 2023, the Life Cycle Assessment for Vision Pass SP revealed a 38% energy reduction, attributed to its sustainable smart power-saving mode.
Please Note- This job is under 3rd party payroll not under IDEMIA direct payroll
Skills Required-
1. Performing remote troubleshooting through diagnostic techniques and pertinent questions
2. Determining the best solution based on the issue and details provided by customers
3. Respond to queries either in person or over the phone and other modes
4. Maintain daily performance of computer systems.
5. Respond to email messages for customers seeking help.
6. Ask the right questions to determine nature of problem.
7. Create an Incident number for every issue handled and properly follow up till a workable solution is provided and with the consent of the user close the incident.
8. Perform to assigned KPIs and always adhere to agreed SLAs at all times
9. Walk customer through problem-solving process.
10. Install, modify, and repair computer and other hardware and software.
11. Plan and conduct scheduled and routine maintenance
12. Run diagnostic programs to resolve problems.
13. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
14. Install computer peripherals for users.
15. Follow up with customers to ensure issue has been resolved.
16. Gain feedback from customers about issue resolution.
17. Run reports to determine malfunctions that continue to occur.
Sometimes also attend field work problem solving
Candidate Profile (Required Qualifications)
- BCA/MCA or Equivalent degree from an accredited educational institution in Information Technology
- Must be ITIL certified
- Overall, 2 to 3 years of technical experience maintenance support, with medium to large scale system projects in information systems
- Strong knowledge of standard hardware & computing configurations
- Clarity in verbal and written communication in English
- Strong Coordination / Collaboration Skills
- Analytical and Problem-Solving abilities
- Quick Learner and a good team player
- Experience to work and interact with clients
- Strong understanding of Customer Support and Helpdesk Best Practices (ITIL certification preferred)
- Must have a drive for results and to make things happen, be proactive.
- Creative, self-motivated, problem-solving skills (thinks outside of the box)
- Strong customer relationship skills to deal with customer and other stakeholders regarding
support issues with authority
Tools:
- Support ticket tracking tool
- MS tools (Word, PowerPoint, Excel, Project etc)
- Atlassian tools (JIRA & Confluence)
Communication skills mandate:
- Fluency in Marathi & Hindi
- Professional in English
Location: CID Office, Pashan Road, Pune
Working Mode: 6 days' work
Morning & Day shift
Timing- 9 am to 5pm & 12pm to 8:30pm
We Offer
By choosing to work at IDEMIA, you can join the journey of a unique tech company. You can seize all the opportunities of our fast-paced environment. You can add your distinctive qualities to our global community. You can contribute to a safer world. We deliver cutting edge, future proof innovation that reach the highest technological standards. Were well established, and yet still agile. We arent too big, and we arent too small. And were transforming, fast, to stay a leader in a world thats changing fast, too.
At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.
Our teams are close and collaborative, maintaining a dialogue and developing human connections matter to us. We are truly international, and we know that diversity is a key driver of innovation and performance. We welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
Each of our locations has its own advantages to offer a collaborative and friendly work environment.
IDEMIA. Expect the unexpected. Join the journey of a unique tech company.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Idemia Syscom IndiaLocation(s): Pune
Keyskills: Jira Tool Hardware And Software Troubleshooting Calls Handling Ticketing Tools Software Installation Customer Support Technical Support Network Troubleshooting SLA Management Helpdesk Management Email Communication Incident Resolution
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Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the bigges...
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