Technical Support Engineer II

Overview

An Amazing Career Opportunity for a Technical Support Engineer II

Location:

Cardiff, UK

Job

The Technical Support Engineer provides assistance to sales teams, channel partners, and end-users by resolving HID product issues primarily through phone and email. They are expected to acquire and maintain deep technical knowledge of HID PACS readers, cloud services, credential technologies, and OEM controllers. Their responsibilities include troubleshooting installation and configuration problems, reproducing customer environments, and escalating complex issues to higher-level support or engineering.

They promote accurate product use, provide feedback to product teams, and maintain detailed customer records in Salesforce CRM. Additionally, they advise stakeholders on technical matters and test product performance to ensure suitability for customer requirements.

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. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here:

• Resolves assigned HID product questions and/or problems by telephone, e-mail, remote sessions, and/or in person. Most support is provided via telephone and e-mail.
• Acquire and maintain knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers.
• Amass level 2 knowledge on the HID PACS Cloud Services (including Mobile Access, Reader Manager); wall readers and credential technologies (examples include HID Prox, iCLASS SE, Signo, Seos, MIFARE, Desfire), Reader configuration tools.
• Understanding of physical access control system architectures and what HID and/or our Partners offer in each market, including competitive product that HID does not sell or offer.
• Gain an intermediate understanding of physical control system architectures in relation to HID and our Partners’ offerings in each market and competitive products HID does not sell or offer.
• Level 2 knowledge to answer Pre-Sales, Installation, and troubleshooting questions, including attempting to reproduce the issue with a duplication of the customer environment.
• Troubleshooting includes wiring, configuration and firmware aspects of cards, reader operation, card questions/issues, download and installation of drivers and software, collecting logs, and escalation of issues to Level 3 Technical Support Engineers 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 guiding the customer to select the right HID product for their business need.
• Provide feedback to engineering, operations and product management regarding product problems as requested.
• Maintain accurate records of customer contact information, summary of contact, and problem resolution utilizing Salesforce CRM.
• Additional administration of Salesforce CRM including FAQs, documentation, Knowledge Articles and other content.
• Provide updates, status, and completion information to supervisor and/or users, via voice mail, e-mail, or in-person communication.
• Advise the customer, sales team, and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of products and/or services.
• Test product function, performance and operating characteristics for engineering and marketing to evaluate suitability for specific customer requirements.

• BA/BS degree in a technical subject, and/or 2-5 years of experience within an access control field.
• Minimum two years of experience in technical service and product support, preferably in the access control environment.
• Excellent telephone/interpersonal/communication skills.
• Critical thinking and problem solving skills with a can-do attitude.
• Familiar with client and server operating systems, such as Windows 11, Server 2016 or newer, Linux; basic administration of the various operating systems.
• Proficient with MS Office applications (Word, Excel, Visio, PowerPoint).
• Basic knowledge of Windows and application logging.
• Understand computer networking (IP and port).
• Basic understanding of SQL Server (or other DBs).
• Basic understanding of virtualization and VM Ware.
• Experience with operation and connectivity of networking devices (hubs/routers/modems/switches).
• Experience with Salesforce CRM is a plus.

• Highlight knowledge, skills, abilities and traits necessary to satisfy customer expectations.
• Experience working with RFID technologies such as HID, NXP or Legic.
• Ability to quickly engage in situations, assess alternatives, anticipate issues and implement programs to drive effective change for customers.
• Ability to analyze data and technical documentation to make quick decisions.
• Ability to think…