Select how often (in days) to receive an alert: 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 Identity has become vital in the world we live in today. IDEMIA’s ambition is to contribute something positive to the world by providing an Identity to any individual on the planet and to secure it. We enable a secure and trusted environment for citizens and consumers alike to perform their daily critical activities (such as pay, connect, travel, vote or access public or private spaces), in the real as well as digital worlds. Purpose The Application 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. Requirements Customer oriented, focused on problem resolution. Advanced level of English. Basic knowledge in Microsoft SQL Server 2016 Basic knowledge in managing technology development projects. Intermediate knowledge in telecommunications networks Basic knowledge of computer security Ability to investigate infrastructure issues (disk space, memory, load) from command line. Log investigation (search patterns, understand logging structure) Identify processes linked to a specific application. Network interfaces check / opened ports / active users connected on the same server. Team player who is self-motivated and capable of working autonomously. Willing and able to learn quickly new skills and technologies. Willing to work one weekend per month, to cover our global service. Degree in Engineering with focus on computer science and telecommunications. Responsibilities Monitoring of existing contracts with our clients, to guarantee attention according to the SLA. 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 Idemia products and support fundamentals to internal or external customers as required. Assist all support team staff as required to meet deadlines and Customer support priorities. Establish and maintain trust with the customer, providing technical assistance as required. Monitoring of the existing contract with providers involved in the provision of the service; to ensure the performance of the defined activities to meet the commitments agreed with customers, service levels, scheduled and corrective maintenance. Follow up on the execution of works carried out by second-level support to ensure compliance with standards, specifications, and scheduled activities. 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, 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. Follow up on incidents and document their solution. Qualifications University degree in the field of engineering, mathematics or computer science, or equivalent experience including professional programming, testing or technical background. Technical Knowledge Windows operating systems Databases: MSSQL Server and SQL queries Be familiar with terms like VPNs, Firewalls, API’s, LAN, ISP, DNS. 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. We’re well established, and yet still agile. We aren’t too big, and we aren’t too small. And we’re transforming, fast, to stay a leader in a world that’s 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. #J-18808-Ljbffr