Technical Service Engineer Gemalto
Redwood City, CA

Job Description

As a member of the P&SD team for Government solutions, you provide remote or onsite technical support to customer reported issues or inquires, including network and system troubleshooting, deployments, monitoring, and etc.

Responsibilities include:

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 Gemalto team members to identify and resolve technical issues

You participate in Gemalto 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

Education:

Bachelor's degree in Computer Science or related discipline

Technical /functional skills:

* Experience working within an IT function, directly supporting critical front-line business services for customers (EMEA only: Within a ITIL support environment)
* 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
* Experience in programming/scripting with one or more of the following, UNIX/Linux shell scripting, Windows scripting (VBS or Batch), Powershell
* 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
* Good commercial acumen, competent in presenting and liaising with external bodies including customers, partners and specialist working groups
* Be able to pass rigorous background checks conducted by law enforcement agencies
* Strong written and verbal communication skills
* Fluent in English
* Experience with SNMP monitoring solutions such as Icinga/Nagios is preferred
* Additional experience will also be strongly considered in the following areas:
* LAN/WAN internetworking and protocols
* Windows-based server installation and administration
* UNIX/Linux installation and administration
* RDBMS installation and administration for Oracle, Microsoft SQL Server, and MySQL
* System and data backups and recovery

Behavioral skills:

* Excellent troubleshooting skills and problem solving resourcefulness
* Willing and able to learn new technologies
* Possess a strong customer support focus
* Energetic and results oriented
* Team player
* Autonomous
* Creative
* Flexible
* Ability to multi-task

Employees are required to perform the duties of this position, or any Gemalto position, in compliance with all company policies, procedures, practices, and processes, whether written or verbal, which Gemalto, in its sole discretion, may change periodically, including, but not limited to, those implemented to ensure product, physical plant, information systems and technology security, along withal federal, state and local regulations and public policies. Protect Gemalto assets from unauthorized access, disclosure, modification, destruction or interference. React and help resolve security events or security risks reported by employees. Ensure responsibility is assigned to the individual for actions taken.

Gemalto is an Equal Opportunity and Affirmative Action employer. It is our policy to provide equal employment opportunity for all employees and applicants without regard to race, color, age, religion, sex national origin, marital status, physical or mental disability, sexual orientation, veteran's status, or other protected group status. We support and apply this policy through a program of affirmative action. This includes special efforts to employ and advance within our organization, qualified members of protected groups. Applicants may request reasonable accommodation to participate in the hiring process, please direct your inquiries to the Human Resources Department at careers.america@gemalto.com.