APAC JOB DESCRIPTION – Technical Support Engineer L2
Job Title
GENERAL INFORMATION
Reports to name & function
(No. of direct report, size of the team)
(Description of authorization for the
DUTIES & RESPONSABILITIES
Technical Support Engineer Level 2
Job Group
(AX job mapping)
Location / Site Philippines / Manilla Quezon City
BU / Department PSI / S2PS
Operation & Maintenance Manager
(solid line/dotted line)
Management position NA
Delegation of authority
role) 
Salary info
(Optional)
Technical Support Engineer responsibilities include supporting our IDEMIA
systems located in APAC to ensure their high availability, handling complex
technical issues to provide immediate support and issue resolution to our
customers as per our Service Level Agreement. You will have to lead the analysis
and the resolving of the technical issues and properly escalate unresolved issues
Purpose of the job to appropriate internal support teams or external third party.
Solving the issue will include using remote desktop connections, using email,
phone or chat applications to give clients answers and/or provide clear, written
instructions or providing customer on-site assistance when required.
Ultimately, you will be a person our customers trust. They will rely on you to
provide timely and accurate solutions to their technical problems.
Main responsibilities  Ensure customer satisfaction in maintenance and support
 Troubleshoot and identify immediate solutions to software and hardware issues
in compliance with our Service Level Agreement.
 Ask first level of support targeted questions to quickly understand the root of the
problem
 Diagnose and troubleshoot assigned technical issues raised by the first level of
support
 Communicate with the first Level of Support through a series of actions either via
phone, email or chat, until they’ve solved a technical issue
 Properly escalate unresolved issues to appropriate Corrective Maintenance
team either IDEMIA internal or suppliers for getting a permanent fix or further
investigation and expertise.
 Formalize and apply corrective action plans or local workaround, commit to a
resolution date
 Regularly provide prompt and accurate feedback to customers and maintenance
project manager.
 Ensure all issues are properly logged into our ticket tracking tool
 Prioritize and manage several open issues at one time
 Perform root cause analysis of technical issues
 Deliver maintenance documentation, operation manual, test procedures and test
reports.
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 APAC JOB DESCRIPTION – Technical Support Engineer L2

 Perform regular activities of on-site preventive maintenance or health check

when required.
 Other duties as assigned

Specific info linked to BU /  On call duty rotation (night and week end) as per need
region
Main interlocutors
 Must be fast learner to quickly acquire knowledge on IDEMIA Biometric systems, and
customer business processes
 Excellent problem-solving and communication skills
 Ability to provide step-by-step technical help, both written and verbal
 Ability to mentor or instruct co-workers in a professional manner
 Ability to determine cause of a problem on hardware, operating system software,
Key challenges / success application programs or network failures
factors  Effective listening, concern with quality and an appropriate sense of urgency in
fulfilling customer requirements
 Must be an energetic, positive, proactive person with a high level of self-motivation
 Ability to multitask and stay organized in a dynamic work environment
 Strong ability to read, write, speak and understand Pilipino and English. French would
be an added advantage
 Ability to work productively in a team and independently as required
Geographical scope of the
job
Travel requirements  Ability to travel overseas as required


REQUIREMENTS

Minimum 3 - 5 year of experience in system implementation and technical support.

Experience & background
Education
 Minimum 3 - 5 year of experience on multi OS platform installation such as LINUX
and Windows Servers.
 Bachelor’s Degree in Computer Science/Software engineering/Information
Technologies related fields.

Languages Pilipino, English

Technical skills  Strong in Scripting (Perl, Bash, Power shell, python...) and Excel VBA.
 Oracle and PostgreSQL Database Administration (SQL Plus, hands on skills on
backup/recovery).
 Strong in network domains (TCP/IP, HTTP, AD) and security (EPO) is preferred
 Oracle Linux and Windows administration and maintenance.

 Experience in VMware ESXI server, vCenter; Centreon products (administration &

troubleshooting), with resilience function provided.

Familiarity with the following will be advantageous: -

 Management of SAN storage, NetApp storage and tape library

 Configuration and administration and support of Network devices (e.g. Cisco Switch,

Firewall, Router)

 Troubleshooting in JBoss application servers

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 APAC JOB DESCRIPTION – Technical Support Engineer L2

 Knowledge in security appliances (Palo Alto, Checkpoint, Fortinet…)

 Good knowledge and practical experience in ITIL framework

Competencies / soft skills  Independent, self-motivated team player with a people-oriented personality
 Strong verbal/written communication skills

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