L1 Support Engineer

IDEMIA, the global leader in Augmented Identity, provides a trusted environment 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.

Customer oriented, focused on problem resolution;
Advanced level of English, knowledge in French is a plus;
Knowledge of command line Unix standard tools (Linux):
Ability to investigate disk space/memory /load issues in command line
Ability to use VIM as text editor
Needs to be able to search paterns inside files
Needs to be able to identify running processes of a specific application
Needs to know how to schedule cronjob tasks
Needs to know how to transfer files between servers
Needs to know how to check network interfaces / opened ports / active users connected on the same server etc
Knowledge of SQL is a plus;
Team player who is self motivated and can also work independently;
Willing and able to learn quickly new skills and technologies;
Willing to work in 12 hours shifts (nights and weekends included), to cover 24/7 operation.
Degree in Engineering with focus on computer science and telecommunications;

Qualifications

University degree in the field of engineering, mathematics or computer science, or equivalent experience including professional programming, testing or technical background.


Technical Knowledge

Batch programming, monitoring, basic administration tasks and knowledge of the tools for Unix (Linux Red Hat, Solaris) and Windows operating systems
Databases: Oracle, MSSQL Server and SQL queries

Purpose

The L1 Support Engineer is a customer-orientated role which is responsible for maintenance and implementation of system components deployed by IDEMIA and involves cross-functional interaction with Services.

We are looking for a candidate to:

Monitor in real time IDEMIA services
Make technical investigations for all issues observed in Monitoring/Customer incidents
Apply workarounds for the known issues
Offer first response to IDEMIA customers complying with strict SLAs

Responsabilities

Work independently with problem analysis and in implementing workarounds through proper observance of Support standards and conventions.
Analyze, diagnose, and provide workarounds until the fix can be supplied to the customer.
Be available to work flexible hours.
Provide technical expertise on Oberthur products and support fundamentals to internal or external customers as required.
Assist all support team staff as required in order to meet deadlines and OT Customer support priorities.
Establish and maintain trust with the customer, providing technical assistance as required.
Provide input as required on product and customer specific functionality, configuration, and usage for training and documentation purposes.
Share skills and experience with other groups within the organization, with the aim of establishing consistency and improving quality within the company.
Proactively and promptly identify and assist to resolve, any relevant key issues and/ or risks.
Understand, follow and improve upon all formally-communicated methodologies, processes, policies, and values. Focusing always on delivering consistent, reliable, repeatable, scalable and quality outcomes.
Provide support and encouragement to other team members and participate in the up-skilling and training of colleagues and new staff.
Analyze failure and ensure operational recovery within agreed SLA through standard procedure or ad-hoc workarounds
Work on continuous improvement process by analyzing recurrent incidents and designing long term solutions and by working with IT on monitoring improvements
Test and install bug fixes and patches

Key Figures

With 15,000 employees around the world, including 3000 engineers (+200 in Romania), IDEMIA serves clients in 180 countries.
1,800 institutions including most of the world’s largest banks trust us and up to 2M cards are digitized monthly in the major digital wallets (Apple Pay, Google Pay, Samsung Pay).
500 mobile operators including leading mobile operators worldwide trust us and we and we achieved 90 major wins in eSIM subscription management platforms.
We proudly deployed close to 5M biometric devices worldwide.
We have automated over 30M yearly passenger crossing and we are #1 in police biometric system