Technical Support Engineer (HID2178)

Location: 
Hurst, TX North AmericaUSHurst, TX
HID Global
2021-08-17
Job Type: 
Full-time
Functional Area: 
Information Technology
Job Level: 
Entry Level

Become a Technical Support Engineer in an Innovative High-Tech Security Company

Job ID: HID2178

#Securing your Future!

The Technical Support Engineer is responsible for assisting and supporting HID business development/sales personnel, channel partners, and end-users with all HID Secure Issuance products by performing the duties listed below.
 

What you will be doing

  • Resolves Trism software product questions &/or problems by telephone, e-mail, remote sessions, and/or in person. Most support is provided via telephone and e-mail.
  • Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers.
    • Acquire level 1 knowledge on all Trism products (Pin Pads, HSMs, Services, etc.)
    • Acquire level 1 knowledge on the financial instant issuance printer hardware (HDPii, DTCii, HDP600ii, DTCii Plus, etc.)
    • Gain an intermediate understanding of Secure Issuance architectures to include an understanding of what products HID and/or our Partners offer in each market and competitive product that HID does not sell or offer.
  • Level 1 support knowledge on Trism but is not limited to: Setup and configuration, setting adjustments, software setup and configuration, basic troubleshooting, and general maintenance such as services updates/upgrades, backup/restoring.
  • Level 1 support knowledge on Printers but is not limited to: Calibrations, firmware updates, components and error diagnostics, advanced printer setting adjustments, and in certain cases part replacements. It also includes the escalation of issues to level 2 and/or engineering as necessary to resolve customer issues.
  • Evaluates all HID SI products to understand functions and features to support customers and assist employees with product information.
  • Provides feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested.
  • Maintains accurate records of customer contact information, summary of contact and problem resolution utilizing Salesforce CRM.
  • Instructs and trains partners/end users on use of assigned HID products.
  • Provides updates, status, and completion information to supervisor, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
  • Assist with creation and maintenance of technical support procedures.
  • Administer Salesforce support portal to include, but not limited to, trouble-tickets, FAQs, documentation, Solutions and other content. 
  • Promote accurate features, benefits, and value of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need.

What we are looking for    

  • AA/AS degree in a technical subject, and/or 1-2 years of experience within the financial instant issuance industry or card printing industry.
  • Must possess a minimum of two years of experience in technical service and product support, preferably in the financial card printing industry.
  • Must have excellent telephone/interpersonal/communication skills. 
  • Critical thinking and problem-solving skills.
  • Familiar with client and server operating systems, such as Windows 7, 8, 10, Server 2003, 2008, 2012,2016, 2019, Linux, and Mac.
  • Should have a basic understanding of virtualization and use of VM Ware.
  • Must have experience with operation and connectivity of networking devices (i.e. printers, hubs/routers/modems/switches).
  • Experience with Salesforce CRM a plus.

Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team

 

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran

 

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.