Overview
IDEMIA Wokingham, England, United Kingdom
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Purpose
This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.
Key Missions
* Analyze, troubleshoot, and resolve complex tickets escalated by Level 1 or 2 support (internal and external), within SLA or internal OLA.
* Reproduce and document customer-reported issues and escalate appropriately to product or solution development teams.
* Design and implement corrective action plans or local workarounds to meet resolution timelines.
* Provide technical support for Linux-based systems and assist in maintaining backend components and IT infrastructure (hardware and software).
* Contribute to system upgrades and maintenance activities at customer premises during ramp-up/grace periods.
* Perform preventive maintenance and on-site system administration tasks as required.
* Maintain and improve support documentation, functional guides, and procedural documents using Microsoft tools.
* Assist in maintaining ISO27001 and Cyber Essentials compliance and ensure procedures are properly implemented.
* Provide expert input on product functionality, configuration, and usage based on customer-specific needs.
* Attend customer workshops and meetings, with occasional travel to client sites across the UK.
Profile Description
Profile & Other Information
* Strong experience in a technical support or engineering role, ideally supporting UK Government or public sector clients.
* Hands-on expertise with Linux systems (essential).
* Familiarity with Python for scripting or troubleshooting (preferred).
* Excellent troubleshooting and documentation skills.
* Ability to perform independent analysis and manage complex incidents effectively.
* Good communication skills and a collaborative mindset to build strong customer and internal relationships.
* Full UK Driving Licence.
* Eligibility to obtain and maintain UK SC Clearance and NPPV3 Clearance is essential. Note: To gain clearance, candidates must have lived in the UK continuously for the past 5 years. Criminal convictions may affect eligibility.
Nice To Have
* Experience working with or delivering solutions to UK Government departments or law enforcement agencies.
* Knowledge of biometric or identity systems is a plus
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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