Support Technician (A Region)

Biometric Systems Hosted Services Support Center

As part of the Biometric Systems Hosted Services Support Center, the selected candidate will have responsibilities including phone support receiving customer and biometric personnel support calls. Managing customer and biometric personnel support calls including logging and support through troubleshooting or advising. Logging and escalating or routing calls as required. Provide case status updates to customer and biometric personnel. Perform the installation, repair, and preventative maintenance of computer and related systems. Assist in determining software to meet user requirements. Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers and peripherals. Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of biometrics support systems. Provide data center support including daily monitoring/checks, logging of noted issues, troubleshoot or assist in troubleshooting of data center related issues. The selected candidate will have strong communication skills and look forward to interacting with customer and biometrics division personnel including support center team members, biometrics division engineering staff, sales and marketing management, and administrative. Knowledge on IT support center, process is required. Knowledge on software releases and deployment process required. Knowledge on Kubernetes, pods, system alerts, and logs preferred. Knowledge on Azure and MFA is preferred. Must pass client background clearances.