Technical Support Engineer L1

What You’ll Do

• Monitor IDEMIA services and applications to spot issues early.
• Provide fast, first-line support to customers while meeting strict SLA's.
• Troubleshoot and resolve technical problems related to IDEMIA applications
• Analyze issues, apply temporary workarounds and follow up until a permanent fix is delivered.
• Work independently to diagnose problems while following IDEMIA support standards.
• Build trust with customers by offering clear, reliable technical assistance.
• Collaborate with support teams and suppliers to ensure high service performance.
• Track second-level support actions to ensure they meet quality and schedule expectations.
• Contribute to documentation, training and knowledge-base updates.
• Ensure quick operational recovery during failures using standard ad-hoc solutions.
• Share knowledge with your team to help improve overall service quality.

What Will Help You Succeed in This Role

• Basic experience with bash scripting and working in Unix/Linux (Ubuntu) environments.
• Familiarity with databases such as MySQL or SQL Server and the ability to understand simple SQL queries.
• Ability to use monitoring tools and investigate logs (searching patterns, understanding log structures).
• Basic knowledge of computer networking.
• General understanding of cloud computing, especially Microsoft Azure.
• Advanced English communication skills.