26 set - Italia
Identis
Identis is a global leader in secure ID issuance and financial card personalization solutions.
Through innovative hardware, software, and services, we provide high-quality, scalable solutions to banks, government agencies, and businesses worldwide.
We are looking for a SW Technical Support (Field Service Engineer) to join our Technical Support team.
The selected candidate will be responsible for supporting, installing, maintaining, and troubleshooting both software and hardware systems used in card issuance and secure ID solutions.
The role involves close collaboration with internal teams and direct interaction with customers to ensure system reliability and performance.
Responsibilities
Technical Support & Field Service
Provide 1st and 2nd level technical support (remote and on-site)Act as the main point of contact for hardware and software-related issues
Perform installation, configuration, and maintenance of systems at customer sites
Execute Field Service activities including system repair and hardware replacement
System Installation & Commissioning
Manage system commissioning, start-up, and deployment activities
Perform FAT (Factory Acceptance Test) and SAT (Site Acceptance Test)Support system integration with third-party components (databases, peripherals)Troubleshooting & Maintenance
Diagnose and resolve complex technical issues (software and hardware)Perform hardware testing and repair of defective components
Conduct log analysis, debugging, and root cause investigation
Provide remote troubleshooting support for installation and system issues
Customer Interaction & Training
Interface directly with customers for technical requirements and issue resolution
Manage support requests through ticketing systems
Deliver technical training to customers and business partners
Support customers during go-live and post-installation phases
Documentation & Continuous Improvement
Prepare and maintain technical documentation, reports, and procedures
Contribute to the improvement of work instructions and processes
Collaborate with R&D;, QA, and Product teams for issue resolution and product enhancement
Monitor system performance and propose corrective/improvement actions
Requirements
Degree or Diploma in Computer Science, Engineering, Mechatronics, or related fields5+ years of experience in technical support or field service roles
Experience in hardware maintenance and repair of complex systems
Good knowledge of Windows operating systems and server environments
Basic networking knowledge (TCP/IP, LAN)Familiarity with relational databases (SQL Server, MySQL, Oracle)Experience with Microsoft Office tools (Outlook, Word, Excel)Strong troubleshooting and problem-solving skills
Good command of English (minimum B2 level)Availability to travel frequently (Italy and abroad)Preferred Qualifications
Experience in card issuance or fintech solutions
Knowledge of scripting/programming languages (Power
Shell, Python, .NET)Familiarity with virtualized environments and distributed architectures
Experience with ticketing systems and ITIL processes
Soft Skills
Strong customer-oriented mindset
Excellent communication skills
Analytical thinking and structured problem-solving approach
Ability to work independently and in team environments
Proactive, curious, and flexible attitude
Ability to work under pressure in dynamic environments
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