Monitor IDEMIA services and applications to spot issues early.
Provide fast, first-line support to customers while meeting strict SLA's.
Troubleshoot and resolve technical problems related to IDEMIA applications.
Analyze issues, apply temporary workarounds and follow up until a permanent fix is delivered.
Work independently to diagnose problems while following IDEMIA support standards.
Build trust with customers by offering clear, reliable technical assistance.
Collaborate with support teams and suppliers to ensure high service performance.
Track second-level support actions to ensure they meet quality and schedule expectations.
Contribute to documentation, training and knowledge-base updates.
Ensure quick operational recovery during failures using standard ad-hoc solutions.
Share knowledge with your team to help improve overall service quality.

Basic experience with batch scripting and working in Unix/Linux (Ubuntu) and Windows environments.
Familiarity with databases such as MySQL or SQL Server and the ability to understand simple SQL queries.
Ability to use monitoring tools and investigate logs (searching patterns, understanding log structures).
Basic knowledge of computer networking.
General understanding of cloud computing, especially Microsoft Azure.
Advanced English communication skills.

Technical Support Engineer, L1

Key skills