Title: Technical Service Engineer
MUST LIVE IN THE BAY AREA AND WILLING TO TRAVEL IN NORTHERN CALIFORNIA. Territory is Sonoma up to San Francisco- 35% travel required
Location: San Jose, CA2125 Zanker Road
*This person will work from home unless they have installs, emergencies and need to go onsite to the customer
*The Customers are booking facilities such as Sheriff Departments, Police Stations, Jails, Cities where they take fingerprints
*Must have reliable transportation and will be reimbursed for milage.
*Must be comfortable going onsite to a booking facility/customer. They will not interact with inmates and work in the IT room.
*Experience working with fingerprint / livescan software and testing is required.
*Must pass FBI Background check and get fingerprints
When the livescan software is not working or the hardware breaks- they will be responsible for fixing the issue.
Essential Functions / Key Areas of Responsibility
You resolve customer reported issues and inquiries via phone, emails, onsite, or remote access. You provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers
Adhering to SLAs (Service Level Agreements), you maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction
Where appropriate, you conduct system front and backend administration, monitoring, management, preventative maintenance, and ensure maintenance of existing operational services
You lead troubleshooting on applicable operating systems (i.e. Microsoft Windows, UNIX, Linux, and etc.) and network environments
You engage in the development, testing and implementation of new systems and solutions
Where applicable, your participate in 24X7 customer technical support
You engage with broader team members to identify and resolve technical issues
You participate in Quality Systems, including PLC (Product Life Cycle), SDLC (Software Development Life Cycle), CDLC (Custom Development Life Cycle), and CI (Continuous Integration)
You are responsible for executing defined processes and solutions, such as compliance to escalation procedures and customer support processes Where appropriate, provide technical support and implementation on delivery projects
Skills: Minimum Requirements: Skills, Experience & Education
Experience working within an IT function, directly supporting critical front-line business services for customers
Experience working with business functions as well as technical support functions
Systems engineering background primarily with Windows Server environments, with background in Linux environments being highly desirable
System/network/application troubleshooting skills, with Cisco experience being desirable
SQL knowledge and Oracle and SQL server databases
Ability to translate complex technical concepts into every-day language while working with internal and external stakeholders
***Experience working with Linux and/or Unix Operating Systems
Experience in programming/scripting with one or more of the following, UNIX/Linux shell scripting, Windows scripting (VBS or Batch), Powershell Experience with SNMP monitoring solutions such as Icinga/Nagios is preferred UNIX/Linux installation and administration RDBMS installation and administration for Oracle, Microsoft SQL Server, and MySQL System and data backups and recovery
5+ years of experience providing customer-facing technical support
Education: Must be a US Citizen or have a valid Green Card - REQUIRED IN ORDER TO GO TO JAILS AND LAW ENFORCEMENT AGENCIES Must live around the Bay area and willing to travel to customers in Northern California in their own vehicle (Mileage will be reimbursed)b Description Document and the Skills and Experience section for details.