System Support Specialist Tier II

Company Description

Identiv is a global digital security and identification leader in the Internet of Things (IoT). Our platform encompasses radio frequency identification (RFID) and near-field communication (NFC) technology, cybersecurity, and the full spectrum of physical access, video, and audio security. We verify frictionless access and anywhere operations, protect identities from malicious attacks, secure intellectual property, and drive IoT innovation. Identiv is trusted around the globe by an elite group of partners and innovative customers covering a wide range of vertical markets. From airports to seaports, critical infrastructure to government agencies, hospitals to schools, start-ups to corporations, we protect the people and places that power our lives. With a strong presence in multiple countries, we are at the forefront of innovation, driving technological advancements to shape the future. Identiv digitally secures the physical world!

In a small company, everyone matters, and everything we do matters. We believe having the best people in the most exciting, aligned, relevant, and empowered roles with clear missions, goals, and metrics is the key to our success!

Job Summary

Identiv Technical Services is Identiv's premier group dedicated to delivering physical access solutions to our valued customers. As a key member of Identiv's Technical Services team, the Technical Services Support Specialist Tier II collaborates closely with fellow team members and departments, including Sales Engineers, Software Engineers, Technicians, and Product Managers. This role is vital in managing critical issues and serves as the primary point of contact for routine to advanced technical support related to Identiv's product technologies. The Technical Services Support Engineer Tier II is expected to maintain a high level of professionalism in all communications, including email, phone, and electronic media.

Responsibilities and Duties

• Proficiency in configuring and deploying servers, including operating system installations
• In-depth knowledge of network architecture and its seamless integration with our product offerings. This includes expertise in configuring Domain Controllers, App Servers, Data Servers (Split Server configuration), and Clients
• Skillful handling of credential configuration, with a focus on PIV/CAC enrollment
• Specialized capabilities in deploying and resolving issues related to FICAM (Federal Identity, Credential, and Access Management) standards
• Profound understanding of databases, with a specific emphasis on SQL
• Expertise in conducting repairs and upgrades for SQL databases
• Proficiency in remotely accessing customer sites to gather data, troubleshoot, and provide effective solutions
• Advanced troubleshooting skills to address complex technical issues and provide effective problem resolution
• Proficient system administration skills encompassing both hardware and software maintenance
• Proficiency in advanced programming for custom applications, including Mantraps, Occupancy Counts, pass back, 2 Man rules, Threat Levels, Command Sets, and Global I/O's
• Competence in utilizing a ticketing system to comprehensively document all customer-facing issues
• Requirement to successfully pass a federal background check
• Serving as a trusted advisor to customers, providing expert guidance and support

Requirements

Qualifications and Requirements

• Proficient in Windows Server versions 2008, 2012, 2016, and 2019, as well as Windows 7 and Windows 10.
• Competent in SQL Server versions 2008, 2012, 2014, and 2016.
• Demonstrated ability to actively contribute to team support efforts by proposing and implementing solutions, along with cross-training team members.
• Outstanding customer service skills, encompassing effective overall communication and technical writing abilities.
• Capable of collaborating and communicating effectively with other internal departments.
• Proficient in working independently with minimal management supervision, while also functioning seamlessly as part of a team.
• Proven ability to deliver exceptional customer service even in politically charged environments.
• Skillful in documenting and escalating defects to the Engineering team.
• Proficient in providing resolutions and patches for known issues.
• Demonstrated excellence in problem-solving and troubleshooting at the Support Engineer level.

Desired Skills and Qualifications

• Knowledge of certifications such as CISSP, MCSE/MCITP, CCNA, Security+, and Network+ is preferred; equivalent field experience will also be considered.
• Experience with government technical publications and implementation is desired but not mandatory (HSPD-12, FISMA, FIPS-12, DISA, NIST, FICAM).
• Knowledge of PKI and Smartcard systems is advantageous.
• Working knowledge of Active Directory, Group Policy, DHCP, DNS, and IIS is a plus, including architecture, design, disaster recovery, and troubleshooting.
• Experience with Microsoft Cluster technology is an additional asset

In the spirit of pay transparency, the base salary range for this position is between $60,000.00-$70,000.00 annually.

Benefits

• Medical, Dental, and Vision Insurance
• FSA or HSA
• Employer Paid Life Insurance and AD&D Coverage
• Employer Paid Short-Term and Long-Term Disability
• Fidelity 401K + Company Match
• Paid Holidays
• Sick Pay
• Paid Time Off
• + More!