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IT Field Technician- Industrial Printers for ID cards

Maryland Remote Worker

Location: Maryland, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

IT Field Technician- Industrial Printers for ID cards

Glen Burnie, Maryland- Onsite

Position Summary

As an IT Field Tech for the Government Programs team located in Glen Burnie, MD, you will be part of a team that is responsible for the maintenance of the print farm provided to the Maryland Motor Vehicle Administration.

Regulatory Compliance Requirements

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation

Key Areas of Responsibility

Your responsibilities will be to maintain the credential production capabilities in the Glen Burnie Facility; as well as act as the primary support for the production interface. You will guarantee maximum uptime and ensure no breech of Service Level Agreements. You will act as the first level of support for the production interface. Production line includes two printers MXX610 and two mailers MXi610/810.

  • Provide proactive communications to internal and external stakeholders on daily activities and incident tickets while ensuring proper and ongoing progress on the issues and provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers

  • Manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict while resolving customer reported application & hardware issues and inquiries via phone, emails, remote and onsite access. 

  • Responsible for opening Service Now (SNOW) and JIRA tickets pertaining to customer applications and Hardware support and following up until the tickets are resolved.

  • Ability to learn and understand technical products and solutions and can disassemble certain products for parts replacement and perform predictive and preventive maintenance testing on a timely basis

  • Work with operations engineers, sales and system administrators and report to the Service Delivery Manager.

Minimum Qualifications

  • At least 1 year of experience in a customer-facing role: managing customer expectations and …

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