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 bash scripting and working in Unix/Linux (Ubuntu) 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, Level 1

Key skills