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Senior Technical Support Engineer
2 months ago
Position Overview:With minimal supervision, the Technical Support Engineer is responsible for assisting and supporting HID business development/sales personnel, channel partners, and end-users with all HID IAM products by performing the duties listed below.
Who are we?HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out: and
: /company/hidglobal/mycompany/
About HID Global, IndiaAt HID Global, we are a bunch of passionate Engineers working on a product that helps integrating multiple physical access controls and logical access systems for Identities. Our product provides a common way of provisioning cards and access to identities across the organisation. We work on exciting integration and design problems using latest Microsoft Technologies in an inclusive environment. It is a great place to make a career, learn and have fun.We develop best-in-class access control and authentication solutions that help governments and organizations stay ahead of an ever-changing threat landscape. Most of our products are supported on both on premise and cloud environments. Our products protect more than 85 million user identities and issued more than 50 million credentials to date. It is a great place to become security domain expert and work on latest technologies.
Secure Issuance (SI)HID's Secure Issuance Business Area:Secure Issuance, part of HID Global, offers the world’s broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software. For more than 25 years, organizations across a variety of industries — from enterprise corporations and government agencies to financial institutions and universities — have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards. With a history of pioneering patented technologies and expertise, business integrity and long-standing customer confidence, HID Global is a global leader in secure card issuance innovation.
Duties and Responsibilities include the following.
Other duties may be assigned.Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers.Acquire level 1 knowledge on the 125 kHz (examples include HID Prox and Indala Prox) card and reader product lines.Acquire level 1 knowledge on the 13.56 MHz smart card (examples include iCLASS, Seos, Mifare Classic, and Mifare DESFire EV1) card and reader product lines (contact and contactless).Acquire level 1 knowledge on the Magstripe card and reader product lines.Acquire level 1 knowledge on the OMNIKEY reader product lines and embedded encoder/reader options.Acquire level 3 knowledge on the FARGO HDP and DTC printers.Acquire level 3 knowledge on the Asure ID software application.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 3 support knowledge includes all level 1 & 2 knowledge on: Products setup and configuration, setting adjustments, driver and software setup and configuration, basic troubleshooting, cleaning and general maintenance.Level 3 support knowledge includes but is not limited to: Calibrations, firmware updates, Printer component and error diagnostics, advanced printer setting adjustments, and in certain cases part replacements. It also includes the escalation of issues to level 3 and/or engineering as necessary to resolve customer issues.Evaluates all HID 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.Advise the sales force, customers and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of organization products and/or services.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.Test product function, performance and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements.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.
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Education And/or Experience:Bachelor’s degree in electrical/mechanical engineering or other related disciplines.3-8 years of experience within the access control field or card personalization/printing industry.Must possess a minimum of three years of experience in technical service and product support, preferably in the access control and card printing industry.Must have excellent telephone/interpersonal/communication skills.Critical thinking and problem-solving skills.
Computer SkillsFamiliar with client and server operating systems, such as Windows 10, 11, Server 2003, 2008, and 2012, Linux, and Mac.Should have intermediate knowledge of database connectivity and functionality (i.e. Access, SQL, Oracle, ODBC, MS Active Directory/LDAP, etc.)Must be proficient in MS Office applications, such as Word, Excel, Visio and Power Point, etc.Basic knowledge of Windows.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.
Customer ExpectationsHighlight knowledge, skills, abilities and traits necessary in this role to satisfy our customer's expectationsExperience working with the technologies within the Access Control and card printing/personalization industry.Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement programs and tactics to drive effective change to customersAbility to quickly comprehend and make decisions by analyzing data and reviewing technical documentationMust possess excellent planning and organizational capabilities.Must be able to work as a part of both internal (within HID) and external (working with customer(s)) team.Will conduct and present themselves in a businesslike, professional manner and appearance at all times.
Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.An employee works primarily in an office environment, within a well ventilated area, and is exposed to moderate noise levels.Employee works sitting down for extended periods of time utilizing telephone, computer, and printers to support customers.
Work RequirementsCompliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.Minimal Travel and fieldwork, including international travel. Therefore employee must possess, or can acquire, a valid Passport.Must be legally eligible to work in India.Must be able to work sitting down for extended periods of time.Must be able to flex, bend and reach, in order to use office equipment and materials.Must be able to use hands and fingers in order to operate personal computer, hand tools and related equipment.Must be able to travel via automobile and airplane.Must be available to work from HID Global office located in India.
Why apply?Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.
This opportunity may be open to flexible working arrangements.HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.
