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Technical Support Specialist

2 months ago

Stockholm, Stockholm, Sweden ASSA ABLOY Global Solutions Full time
Unlock Your Potential as a Technical Support Engineer

About the Role:

We are seeking a highly skilled Technical Support Engineer to join our Identity and Access Management Services (IAMS) team. As a key member of our technical support team, you will be responsible for delivering exceptional technical support to our global customers, utilizing HID Authentication and credential management products.

Key Responsibilities:

  • Analyze and resolve complex technical cases, including on-premise and cloud-based issues.
  • Communicate effectively with various stakeholders, including customers, Quality, and Engineering teams.
  • Take ownership of major incidents, maintaining informed communication until resolution.
  • Develop and implement mitigation plans to prevent future incidents.
  • Enhance the Technical Support function to be more customer-focused, delivering management reports and improving team quality output.
  • Ensure all cases are effectively managed, updating incidents, and adhering to service level agreements (SLAs).
  • Implement a strong work ethic to mitigate escalations, taking ownership when issues arise, and driving them through to resolution.
  • Deliver exceptional service to customers, contributing to the evolution of a customer-centric ethos within the Technical Support team.
  • Stay informed about new and existing technologies to identify development opportunities.
  • Collaborate with the wider technical services and engineering function, adopting best practices, and contributing to the evolution of the Global IAM TS model.
  • Resolve technical problems reported by HID Global customers within SLA.
  • Reproduce complex customer issues to vet problems before logging bugs with the Engineering teams.
  • Provide timely and detailed communication to all parties while maintaining case ownership.
  • Participate in the on-call rotation to support customer-facing environments.

Requirements:

  • 5+ years of experience in a progressively more responsible technical role.
  • Strong understanding of Authentication and Credential management technologies.
  • Bachelors or Masters in STEM – or equivalent work experience/certification.
  • Operating Systems Skills: Windows Server and Desktop, Linux (RedHat, CentOS, or Ubuntu), IOS, and Android.
  • Development Skills: Proficiency in at least one of the following programming languages: Java, Python, C, Perl, JavaScript, or.
  • Exposure to and understanding of databases (SQL, Oracle, or Postgres).
  • Infrastructure Knowledge: Familiarity with at least two of the following: Web Application Servers, Firewalls, Databases, Proxy servers, or Load Balancers.
  • Understanding of at least one cloud service provider (e.g., Alibaba, Microsoft Azure, Amazon Web Services, Google Cloud).
  • Security Protocols: Knowledge of at least one of the following: FIDO (Passkey), PKI, OAuth, OATH, OpenID Connect, TLS.
  • Troubleshooting and Communication Skills: Demonstrated ability to troubleshoot technical issues.
  • Experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.
  • Support Model and Attitude: Understanding of support models, problem-solving skills, and a self-driven attitude with a positive outlook.

About Us:

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively, and travel freely. As part of the ASSA ABLOY Group, we empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities.

Why Join Us:

  • Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
  • Innovation: You'll drive change and be open to ideas, including flexible work arrangements, job sharing, or part-time job seekers.
  • Integrity: You'll be results-oriented, reliable, and straightforward, and value being treated accordingly.

Join Our Team:

We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. If you have most of the skills and experience, we want you to apply.