Job description: Application Support Engineer 

 

Job Description

The Application Support Engineer is a customer-oriented role which is responsible for technical assistance, maintenance and implementation of system components deployed by IDEMIA. You will work closely with the application support team members to troubleshoot issues, provide technical assistance to customers, and contribute to the improvement of applications' performance and reliability.

We are looking for:

• A team player who is self-motivated and capable of working independently.
• Someone who is eager and able to quickly learn new skills and technologies.
• Customer-oriented individuals, focused on resolving problems.
• Candidates pursuing or having a degree in Computer Science, Telecommunications, Information Technology, Mathematics or related field.
• Candidates with a keen attention to detail and the ability to effectively prioritize tasks.
• Candidates with distributed attention, excellent communication and interpersonal skills.
• Individuals with strong problem-solving skills and a passion for technology.
• Candidates able to maintain confidentiality and security of sensitive information, and follow strict security rules.

Key Responsabilities

• Monitor IDEMIA services and application performance, identifying potential issues 
• Offer first response to IDEMIA customers complying with strict SLAs.
• Assistance for resolving customers' technical issues related to IDEMIA applications
• Work independently for problems analysis and implement workarounds in compliance with IDEMIA support standards and conventions. 
• Analyze, diagnose, and provide workarounds until the fix can be supplied to the customer. 
• Provide technical expertise on IDEMIA products and support fundamentals to internal or external customers, as required. 
• Assist all support team staff as required in order 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 in order 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.
• Analyze failure and ensure operational recovery within agreed SLA through standard procedure or ad-hoc workarounds
• Follow up on incidents and document their solution in tickets or KB
• Share skills and experience with other groups within the organization, with the aim of establishing consistency and improving service quality within the company.

Other Responsabilities

• Proactively and promptly identify and assist to resolve any relevant key issues and/ or risks.
• Understand, follow and 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, participate in the up-skilling and training of colleagues or new staff.
• Work on continuous improvement process by analyzing recurrent incidents and designing long term solutions or improvements.

Requirements

• Batch programming, basic knowledge of Unix/Linux CLI (Ubuntu) and Windows Operating Systems 
• Databases: MySQL/Microsoft SQL Server and logical understanding of SQL queries, NoSQL distributed databases 
• Basic understanding of the monitoring tools and Log investigation (search patterns, understand logging structure) 
• Basic computer networking skills
• General understanding of cloud computing concepts, particularly focusing on Microsoft Azure.  Amazon Web Services (AWS) is a plus
• Working 100% on-site
• Motivation to work in 12h shifts
• Advanced level of English