Application Support Engineer Level 1-Level 1.5

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

We are looking for Application Support Engineer, which is a customer-oriented role, 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.

Your mission:

• 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 Responsibilities

• 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.

To succeed on this position you should have following:

• 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
• Advanced level of English
• Romanian is preferable

The role is based in Bucharest, Romania with fully on-site work in 12 hours shifts.

We are looking for:

• Someone ready to work fully from the office and not afraid of 12 hours work shifts.
• 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.

By choosing to work at IDEMIA IST, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we're transforming, fast, to stay a leader in a world that's changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Visit our website to know more about the leader in Identity Technologies