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Customer Service Engineer II At IDEMIA

Location: New York, New York

Job Description

To provide technical support in the field including installation, repair and preventative maintenance of hardware systems and coordinates these efforts with our third party service provider. Secondary tasks include server and software application support according to skill sets. Meet or exceed service level agreements according to contract. Ensure accurate records are maintained. Communicate effectively with the customer and regional manager on a daily basis, escalating issues immediately when additional support is needed.


AFIS Customer Service Engineer (CSA) Requirements

Product Focus

  • Automated Biometric Identification System (ABIS)

  • End user Biometric Workstations:

  • Tenprint and Latent AFIS Workstations

  • LiveScan Workstations

  • Other Biometric edge devices (e.g. – Mobile ID, IRIS ID)

  • Various Peripherals (Scanners, Cameras, Printers, Signature Capture, etc.)

Technology Focus


  • Linux Servers and PCs

  • Linux and Windows OS

  • Storage Attached Networks and RAID Storage

  • Networking, routers, switches, firewalls

  • DNS, LDAP

  • Java, JBOSS, JMS Console

  • Oracle databases

Management Focus


  • Customer management

  • Project Management

  • Time Management

CSE Provided Services


  • Support and Maintenance services for AFIS, Biometric workstations and devices and peripherals

  • This person is our primary point of contact and interfaces with technical support, project management, and both integration and sustaining engineers.

  • This person needs to become the SME on the customer network, business practices and workflows

  • The person needs to establish relationships with key customer points of contact in IT, Operations and Management and understand the political landscape

  • This person will also act as a continuous source of knowledge and training for the customer identification section(s).

  • This person is usually immediately available for the customer in order to resolve system administration issues and to fix routine problems with records. Daily preventive maintenance checks as well as daily and weekly backups of the system are also key duties.

The Major Technical Components of the Job:


  • Resolving customer support calls

  • On-site remedial maintenance

  • Testing new software and working with developers to resolve problems

  • Working on HW and SW upgrade projects

  • System administration to include system backups

  • Preventive maintenance service

  • Support both the software and the hardware

  • Support AFIS backend servers and AFIS workstations, located in the various police districts

Primary Goals:


  • System Readiness - Ensure continuous AFIS production at nominal levels and ensure good HW and SW recovery procedures

  • AFIS Data Integrity – Ensure all necessary data is safe, secure, intact and recoverable

  • Happy Customer - Ensure very high levels of customer satisfaction

Primary Roles:


  • IDEMIA Representative – The CSE is the face of the company at the customer site and is usually the first point of contact for the customer. Develop and maintain healthy customer relationships and facilitate solutions that address customer business needs. Commit to the Quality Principles of “Customer First, Do it Right the First Time, and I own Quality.”

  • Customer Advocate – Be prepared to dispassionately and accurately articulate the customer’s point of view. Be certain to develop an understanding of the customer business environment and business needs, but be prepared to contrast and compare these to contracted system requirements.

  • Customer Support - Document, resolve, and close customer problem tickets. Ensure system functionality through proactive preventive actions and timely remedial actions

  • System Administrator - Includes user account management, system backup management, and performing space usage and system health monitoring.

Responsibilities:


  • Maintain system functionality through preventive and remedial measures.

  • Knowledge and Skillset:

  • Sufficiently understand the system(s), specifications and requirements to provide for effective resolution of system functionality issues if they occur

  • Request additional training as necessary by notifying the Service Manager.

  • Preventative Maintenance:

  • Address issues before they become problems – be proactive

  • Develop and implement smart support procedures and automation to detect and identify potential problems in advance.

  • Perform recommended periodic maintenance including; bios updates, file system management, database management, space management and server management.

  • Maintain a log of routine and preventive maintenance performed on systems at customer sites.

  • Maintain appropriate level of on-site spares, to include requesting spares for newly installed equipment.

  • Remedial Maintenance:

  • Diagnose, troubleshoot, document and fix system problems

  • Repair system accessories as feasible, to include printers, printer duplexers, flatbed scanners, cameras, and biometric devices.

  • Problem Management:

  • Open support tickets if the system does not function according to the manner for which it was designed, including a detailed description of the problem.

  • Promptly resolve and close tickets unless escalated, including accurate “start” and “stop” times.

  • Resolve downtime as quickly as possible, using escalation procedures as required

  • Escalate problems that cannot be resolved by the CSE to Engineering 2nd Level.

  • Report downtime promptly per the downtime reporting procedures.

  • Provide logs and other information necessary to support further Engineering research on system or customer issues.

  • New Feature/Product Support:

  • Refer new features requests, functionality changes, invoicing, and other account issues to the Program Manager.

  • Test and install new systems/software as needed while working with engineering deployment or integration resources as necessary.

  • Configuration Management:

  • Document equipment replacements and new installations by serial number and report this to corporate logistics.

  • Provide to engineering up to date and thorough site system configurations, to include details of installed hardware, operating systems, and software versions.

  • Change Management:

  • Any changes being requested to the system will require completion of the Change Management process, which requires checks and approvals from IDEMIA and the customer.

  • Updates and changes will follow the Change Management process to ensure customer has received notification and approved the change.

  • System Operations Management:

  • Maintain appropriate site documentation so a temporary replacement CSE can efficiently function during your absence.

  • Manage assigned inventory and defective parts returns.

  • Backup systems as required to prevent data loss and to minimize downtime should system failures occur.

  • Produce any required production or performance reports to the customer

  • Administration, Communication and Security:

  • Manages the resources associated with delivering a total support solution

  • Utilize Technical Support Resources as needed

  • Attend and Participate in Support Team Meetings

  • If specifically authorized by Engineering and Account Management, act as technical contact for third party vendors during interface installations.

  • Adhere to agreed upon IDEMIA/customer change control process.

  • Ensure confidentiality of customer and IDEMIA information.

Follow both IDEMIA and Customer internet and network policies.





Required Skills

  • Reliable transportation and valid driver’s license is required. Ability to travel (even extensively) with little or no notice.
  • Must pass personal background check and/or clearance as required by Customers.
  • Working knowledge of UNIX/LINUX and various Windows Operating Systems.
  • Working knowledge of Networking such as FTP, Telnet, and TCP/IP.
  • Developed professional oral and written communication skills.
  • Strong mechanical aptitude and problem solving ability.
  • Basic knowledge of standard ESD practices.
  • Ability to work in a fast paced environment without close supervision.
  • Ability to follow written and verbal instructions.
  • Ability to work within a team and follow through with tasks and projects.
  • Goal and objective orientated.
  • Ability to read and understand workflow and dataflow diagrams.
  • Ability to troubleshoot basic IDEMIA hardware and software.
  • Ability to learn and understand new hardware and software technologies.
  • Ability to manage a remote Spare Parts depot.
  • Ability to manage work-related expenses, submitting applicable documentation in accordance with Company Policy.
  • Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.


Required Experience

High school diploma or GED, certificate of completion from a technical school in a computer, electronic, or software/hardware related field, or a two year technical degree in computer science, technical, networking, or related field and 3-5 years of similar experience; or any combination of education and experience that would enable their performance of the full scope of the position.


Travel Requirement, Working Conditions and Physical Demands:


  • Must be able to travel occasional by air as needed to attend training, conferences, and related activities.
  • Occasional overnight travel as required; should not exceed 10-20% of the time.
  • General office environment. The work area is adequately lighted, heated, and ventilated.
  • The work requires moderate physical effort with recurring lifting and/or moving of moderately heavy items in the 30-50 pound range and occasional lifting up to 75 pounds. Requires long periods of standing, walking, recurring bending, crouching, stooping, stretching, reaching, or similar activities. Requires manual dexterity and ability to manipulate small objects. Normal range of hearing and vision required to operate machinery and forklifts.

Must be eligible to work in the U.S.
IDEMIA is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex,
sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.