Technical Support Analyst Job at Veridos America Inc.
We make identities more secure every day.
Technical Support Analyst
Veridos handles innovative, large-scale projects every day. Whether it’s transferring 40,000 handwritten pages to a centralized population register, establishing a nationwide IT and data capture infrastructure, or issuing a country’s first standardized national smart ID cards – the experts at Veridos can expect to be regularly involved in interesting, ground-breaking and large-scale projects such as These.
Do you want to support our mission to provide governments around the world with the best identity solutions for their citizens? Would you like to do your bit to make the world a little safer for everyone?
Veridos is a valued and trusted partner of governments and regional authorities all over the world – we already count more than 70 countries among our clients. In addition to our headquarters in Berlin and offices in Munich, Veridos also has representatives around the world, including the United States, Canada, Mexico, Singapore, and the United Arab Emirates. We currently employ around 400 people worldwide.
Our very international team includes people from a variety of academic and professional backgrounds and many different countries. Collectively, we speak more than 10 different languages.
The ideal candidate has strong technical support experience, as well as experience using Atlassian - Jira ticketing system (or similar issue-based systems). You will be working with our partners across the state of Vermont, and Veridos internal teams in Indiana, Washington, and beyond. Troubleshooting the software needs of our clients, both on and off site, is crucial to how we do business. Beyond these needs, the ideal candidate will also have experience in:
- Atlassian services including Confluence and Jira
- The ability to travel to our client’s locations in Vermont as needed
- SQL knowledge, or desire to learn introductory SQL
- A strong history/background of Technical Support experience
- Ability to communicate quickly and attentively with internal and external teams
- Support a major Veridos USA client (VT DMV) who operates a software and hardware platform used by thousands of end users in various growing government vertical markets (which includes but is not limited to: K12, higher education, local and state government)
- Provide technical support for other Veridos USA credentialing clients as needed located in different geographic regions and time zones
- Install the photo capture hardware and software at DMV licensing offices as well as train and support DMV end-users
- Travel to locations throughout the state to provide ongoing hardware and software support for Veridos USA's driver's license issuance platform
- Coordinate and deliver ongoing, scheduled service and support, and respond to routine and emergency callouts within established time-windows
- Provide backup support coverage for other regional Technical Support Analysts
- Your primary focus will be technical support, but you can learn and participant in software developer-centric tasks and roles
- Generate reports of common issues, trends, and performance based on client’s established Service Level Agreements (SLA’s)
- Create supporting documentation such as how to guides, Standard Operating Procedures, and/or information to complement Root Cause Analyses
- All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees
- High School diploma
- Current, valid driver's license (role is for mobile support and requires significant driving)
- Reside within 3 hours of Montpellier, Vermont to cover the South region of the state
- DSLR camera experience (Canon preferred)
- Basic hardware and software troubleshooting skills
- Strong written and verbal communication skills
- 3-5 years of Customer Service experience and proficiency
- Familiarity with modern web-browser developer tools, Software Development Lifecyle, and QA processes
- Basic knowledge of collaboration tools such as Outlook, Jira, Confluence, Slack, Microsoft Office Software Suite, and SharePoint
- Familiarity with Field Operations tools such as Atlassian Service Desk (ticketing system), Confluence, Pager Duty
- Strong knowledge on Microsoft software (particularly Excel)
- Pass a drug test and criminal background check prior to employment
- Associate degree in technology field
- A+ certification
- JavaScript
- PHP scripting
- relational database experience
- Experience in the ID card industry
- Mechanically inclined
- Ability to work independently
- Familiarity with QA in the Software development lifecycle
Did we spark your interest?
We are looking forward to receiving your application. Please make sure to let us know your earliest starting date.
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