Global Support Engineer

An Amazing Career Opportunity for a Support Engineer - Global!!

Location: Malta or Basingstoke

Job ID: 28527

The Support Engineer - Global is responsible for the continued maintenance, technical support, and enhancement of new or existing solutions. This includes having a focus on resolving support incidents quickly and efficiently to restore service within SLAs. Interacts with customers and suppliers as necessary to correct issues. Works with other support resources, development team, or deployment teams to determine root cause for system failures and monitors trends. Conducts trend analysis to identify and prevent potential issues.

Who are we?

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively, and travel freely.

HID's Citizen's Identification Business Area:

As the fastest growing solution provider in citizen identity, HID Global is challenging the status quo with its collaborative approach to solutions delivery. We are positioned to deliver complex, scalable and future-proof government programs, while empowering local government and partners.

As our Support Engineer - Global, you’ll support HID’s success by:

• Supporting HID's high-profile IT systems for our Global customers, including all HID contracted software and hardware components.
• Incident Management – Resolving, eliminating, and reducing client and/or user reported issues for all components supported by HID, including the processes of request fulfilment, problem management, asset management, and managing and updating assigned tickets on the HID service management tool.
• Leading technical Level 2 support for both HID and 3rd party systems.
• Leading technical Level 3 support in at least 1 specialized area (such as PKI/ICAO/CA Operations).
• Supporting the initial technical investigation for the Level 1 issues.
• Supporting end users by ensuring the current systems are available.
• Supporting and liaising with HID local partners, field engineers, and other internal teams to restore and resolve impacted systems.
• Liaising with stakeholders as required, supporting investigations into incidents/problems/requests escalated to them.
• Providing professional support in line with the Service Level Agreements (SLA) ensuring contractual targets are achieved and customer satisfaction maintained within the ITIL framework.
• Pre-empting/predicting and diagnosing customer impacting issues.
• Performing corrective and preventive system health checks and maintenance, and assisting with ongoing system operations such as installations and upgrades.
• Identifying delivery and operational risks and providing inputs on how to mitigate.
• Change Management - Ensuring changes to the live systems are all adequately planned, tracked, tested, documented, approved, and audited with the appropriate back-out plans.
• Knowledge Management - Leading with the generation and maintenance of all technical system and troubleshooting documentation, such as the creation of user guides, manuals, training videos, and slide decks, ensuring proper version control is employed in accordance with the latest standards.
• Engaging with suppliers and documenting all technical materials for knowledge sharing.
• Delivering training for system use to customers or HID’s third-party suppliers.
• Providing visit reports, periodic reports, status updates, or feedback as required.
• Being held accountable for timely communication of status or critical decisions needed from accountable executives - Proactively identify options/recommendations.
• Participating in the Core Team meetings.
• Chairing technical meetings and presenting to a varied stakeholder group.

What we will love about your background:

• Requires a minimum of 3 years’ experience as a support engineer at level 1 and 2 support with some experience in level 3 specialist support.
• Proven track record of successfully supporting large solutions with various components including hardware, software, and server components within an enterprise IT environment.
• Proven track record of successfully troubleshooting with fault-finding capabilities, from a holistic approach.
• Experience building effective working relationships with customers and suppliers.
• Experience working internationally.

Your Experience and Education include:

• Information Technology or related Degree.

Why apply?

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing, or part-time job seekers.
• Integrity: You are results-oriented, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

We make it easier for people to get where they want to go!

On an average day, think of how many times you tap, twist, tag, push, or swipe to get access, find information, connect with others, or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.