Support Engineer

Employment Type

: Full-Time

Industry

: Engineering



Tech USA is currently seeking a Support Engineer for a permanent position to be a part of a dynamic and diverse team with a leading global provider of payment, secure communication, and identity management. We are looking for a seasoned, team oriented, quality minded, and motivated individual. Don’t miss this great opportunity and apply today! Support Engineer Innovative solutions for a secure future - that has been our aim and motivation since 1852. With over 10,000 employees in 32 countries, we are an international family-owned company that is open to the world. As a global market leader and pioneer in banknote production and processing, we enjoy the trust of over 80 countries. People all over the world use our mobile security solutions to make payments and telephone calls, while our ID systems ensure reliable identification around the globe. As a leader in securing credentials, our client is seeking a Customer Support Engineer to join our team. We are an established organization in the growing mobile security market with a strong global presence and an excellent reputation. The Customer Support Engineer works with the Incident and Problem Management of the client's Mobile Security 3S - Managed Service’s services to external customer’s. The purpose of the role is to provide quick resolution of customer impacting issues as well as driving improvement projects. DUTIES AND RESPONSIBILITIES: -The job will include on-call duties and require work outside normal business hours. Service Operation/Customer Support: -Serve as First Point of Contact (FPOC) during local business hours and in local language. Clients Managed Services Global Customer Support will act as backup and provides 24x7 support in English. -Responsible for identifying and troubleshooting issues within SLA. -To own the Logged Request and ensure the Closure. -Coordinate the activities between Customer and client's Managed Services Teams, for instance Remote Operation and Credit Card Certified Operations. -Present monthly service reports to customer. Service Transition: -Support the service delivery phase for new services to be rolled out for the customer. -Drive Change Management process from a customer perspective. Actively participating on the planning and deployment during all change processes. -Verify that business- and technical Service Requests are reviewed and executed according to SLA. Additional: -Support customers overall Continuous Service Improvement work with information related to client's services and products. QUALIFICATIONS & SKILLS: -High School Diploma or equivalent required plus 5 years working experience in technical support functions, preferably within an international IT, bank or mobile operator service environment. -Good communications skills. -Strong sense of ownership. -Service minded. -High integrity. -Good problem solving skills and ability to be a team player in a challenging work environment. -Ability to work within current processes and procedures. -Ability to understand clients own developed application, mainly java. -Able to write reports and be proficient in technical dealings with customers on the phone and in meetings. -Experience with tele/mobile communication, application and IT technologies. -Good knowledge in Apache, Tomcat, Java applications helps in this position. -Knowledge in Linux (preferably RedHat) and Sun Solaris. -Base level understanding of SQL databases (ideally Oracle). -Experienced to work with ticketing and monitoring systems. -Good English, both spoken and written. -Fluent in local language, both spoken and written. Desirable: -Bachelor's Degree in Computer Science or related -ITIL Foundations v3 certified. -C7/SS7 signaling, SIM cards and SMS-C protocols. -Base level knowledge about virtualized environments (VMware and potentially Xen). -Base level knowledge in networking (TCP/IP networks, firewalls, load balancer, etc.) to be able to troubleshoot as part of the application operation. Tech USA, is a comprehensive provider of staffing and workforce solutions throughout the Infrastructure and Information Technology Industries, including Education, Healthcare, Financial, Government, Engineering, and Cyber Security. We are actively seeking candidates for contract, contract-to-hire, project support and permanent placement jobs throughout the nation. View our website to see a list of our current open positions; however, not all of our positions are listed so don’t forget to submit your resume and request a consultation with one of our IT recruiting specialists to explore your opportunities further. At Tech USA we understand that next to your family, your career is one of the most important aspects to a happy and fulfilling life. This is why we take the time to truly understand and get to know our candidates, so we can then pair them with the right job, not just any job. As a result, Tech USA is known throughout the industry for quality, reliability and the highest satisfaction from both our clients as well as the candidates that we represent. Contact a local Tech USA representative today and learn about the many opportunities we may have available for you. Tech USA is an equal opportunity employer. At Tech USA we understand that next to your family, your career is one of the most important aspects to a happy and fulfilling life. This is why we take the time to truly understand and get to know our candidates, so we can then pair them with the right job, not just any job. As a result, Tech USA is known throughout the industry for quality, reliability and the highest satisfaction from both our clients as well as the candidates that we represent. Contact a local Tech USA representative today and learn about the many opportunities we may have available for you. Tech USA is an equal opportunity employer. * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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