Technical Support Engineer (HID1972)

Location: 
Eden Prairie, MN North AmericaUSEden Prairie, MN
HID Global
2021-06-15
Job Type: 
Full-time
Functional Area: 
Customer Service
Job Level: 
Mid-Senior Level

Become a Technical Support Engineer in an Innovative High-Tech Security Company

Job ID: HID1972

#Securing your Future!


With minimal supervision, the Technical Support Engineer is responsible for assisting and supporting HID business development/sales personnel, channel partners, and end-users with all assigned HID products by performing the duties listed below.

 

What you will be doing

  • Resolves assigned HID product questions &/or problems by telephone, e-mail, and/or remote sessions. The majority of support provided is via telephone and e-mail.
  • Acquire and maintain current knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers.
    • Attain level 2 knowledge of HID Fargo brand Printers - including Direct to Card (DTC), High Definition Printing (HDP) and Inkjet technologies.
    • Attain level 2 knowledge of HID Asure ID - card personalization software.
    • Attain level 2 knowledge of HID Fargo Connect - centralized, integrated card issuance solution.
    • Attain level 1 knowledge of Omnikey Encoders supported in Fargo brand printers.
    • Attain level 1 knowledge of the different smart card encoding technologies supported with the Omnikey Encoders installed in Fargo brand printers.
    • Attain level 1 knowledge of Magnetic stripe cards and encoding.
  • Level 2 knowledge of the above includes the ability to answer Pre-Sales, installation, and troubleshooting questions that include attempting to replicate or reproduce the issue the customer is contacting support for. Troubleshooting includes product setup, installation of drivers, running test prints, collection of any logs or other data that may be necessary and escalation of issues to Level 3 Tech Support and/or engineering as necessary to resolve customer issues.
  • Promote accurate features, benefits, value, and proper use of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need.
  • Provide feedback to engineering, operations and product management regarding issues as requested.
  • Maintain accurate records of customer contact information, summary of customer interactions and problem resolution utilizing Salesforce CRM. Additional administration of Salesforce CRM to include, but not limited to, trouble-tickets, FAQs, documentation, Knowledge Base Articles and other content.
  • Provides updates, status, and completion information to supervisor, issue tracking system, and/or users via Phone, e-mail or in-person communication.
  • Advise the customer, sales team, and any potential customers regarding the resolution of technical or engineering issues that affect sales, installation or utilization of any products and/or services provided by HID.
  • Assist Level 1 Technical Support Engineers with issues and escalations as needed.


What we are looking for    

  • BA/BS degree in a technical subject, and/or 2 - 5 years of experience within ID Card Printing and/or Thermal Transfer Printing.
  • Must possess a minimum of two years’ experience in technical service and product support, preferably with ID Card Printers.
  • Must have excellent telephone/interpersonal/communication skills.
  • Critical thinking and problem-solving skills are necessary.
  • Experience working with Fargo brand ID Card Printers.
  • Understanding of basic card types and functions.
  • Ability to quickly engage in situations, assess alternative courses of action, anticipate issue and implement programs and tactics to drive effective change to customers.


Who you are

  • Familiar with various operating systems, such as Windows 7, Window 10, Linux, Mac, etc.
  • Familiar with different Microsoft Server operating systems such as Server 2008, 2012 and newer.
  • Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
  • Basic knowledge of Windows and application logging.
  • Basic knowledge of virtualization and the use of VM Ware.
  • Basic understanding of Relational Databases, SQL Server, MySQL and/or Oracle.
  • Basic knowledge of the operation and connection of network devices; hubs, switches, routers, etc.
  • Experience with Salesforce CRM is a plus.


Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team

 

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.