Technical Support Specialist - Tier 2/3

Title: Systems Support Specialist II / III

Classification: Non-Exempt

Work Location: onsite in Santa Ana, CA

Who We Are:

Identiv's products, software, systems, and services address the markets for physical and logical access control and a wide range of RFID-enabled applications. Customers in the government, enterprise, consumer, education, healthcare, and transportation sectors rely on Identiv's access and identification solutions. Identiv's mission is to secure the connected physical world: from perimeter to desktop access, and from the world of physical things to the Internet of Everything.

Our Technical Services team embodies the attributes of A dedication to client service, the ability to think in complex and ever-changing situations, strong communication skills, and the ability to solve problems and execute and transfer knowledge.

Summary:

Identiv Technical Services is Identiv's premiere group of delivering physical access solutions to our customers. As an integral member of Identiv's Technical Services team, the Technical Services Support Specialist Level II works alongside other Technical Services team members, Sales Engineers, Software Engineers, Technicians and Product Managers. He/She must be able to manage hot issues and will be the point-of-contact for routine to advanced technical support of Identiv's product technologies. The Technical Services Support Engineer will professionally be ready to communicate at any time to all parties involved via email, phone and electronic media.

Level 2/3 knowledge is more advanced troubleshooting; recreating and research in a test environment. Handling escalations from Support Level 1 and creating Jira tickets with issues found. Remote into the customer system and work through the issues with a systematic process.

Essential Functions:• Server builds and OS installations• Understand networks and how to integrate them into our products. - Domain Controllers, App Servers, Data Servers (Split Server configuration) Clients• Credential Configuration- PIVCAC Enrollment• FICAM Deployment and troubleshooting• Understanding of databases, specifically SQL• SQL Database RepairsUpgrades• Ability to remote into customer site to gather data, troubleshoot or provide solutions• Advanced technical troubleshooting support and problem resolution.• System administration on H/W and S/W maintenance.• Advanced Programming for custom applications (Mantraps, Occupancy Counts, Passback, 2 Man rules, Threat Levels, Command Sets, Global I/O's)• Utilize a ticketing system to create and Document all customer-facing issues• Must be able to pass a federal background check.• Act as a Trusted Advisor to customers.

Requirements• Working knowledge of Windows Server 2008, 2012, 2016, 2019 Windows 7, Windows 10

SQL Server 2008, 2012, 2014, 2016• Ability to actively participate in team support by proposing, implementing solutions and cross train• Exceptional customer service, overall communication and technical writing skills• Ability to communicate and work with other internal departments• Ability to work independently with minimal management supervision and as part of team• Demonstrated aptitude for providing exceptional customer service in politically charged environments• Document and escalate Defects to Engineering• Provide ResolutionPatches for known issues• Superior problem solving and troubleshooting skills at the Support Engineer level.

Desired Skills and Qualifications• Knowledge of CISSP, MCSE/MCITP, CCNA, Security+, Network+ preferred. Will consider related field (or equivalent) experience.• Experience with government technical publications and implementation desired, but not required. (HSPD-12, FISMA, FIPS-12, DISA, NIST, FICAM).• PKI and Smartcard experience a plus.• Working knowledge of Active Directory, Group Policy, DHCP, DNS, IIS is a plus. (Architecture, design, disaster recovery and troubleshooting.)• Experience with Microsoft Cluster technology is a plus.

Work Requirements

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This is an active and physically demanding role. There are time, when it would require the ability to move around and lift items up to 30+ pounds.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. There may be overtime hours associated with this position.

Travel

Limited and occasional travel is expected for this position.

Benefits

We're a community of committed professionals who focus on our customers' needs and bring the optimal security solutions technology to meet - and then exceed - their needs. We're committed to each other and to our company. By supporting each other and our business, we thrive, grow and succeed as individuals, as colleagues and as a company.

Competitive Base Pay, Medical, Dental, Vision, Vanguard 401(k), PTO, Holiday, Sick Pay

Supplemental Life Insurance, AD&D Insurance, FSA Medical and Dependent care plans

We believe in the importance of hiring the finest qualified people, and to that end, and being mindful of our responsibilities to our employees and customers, all offers of employment are contingent upon the results of a confidential pre-employment background check. Identiv is committed to equal employment opportunities.

Identiv, Inc. abides by the requirements of 41CFR 60-300.5(a) and 60-741.5(a).