Technical Support Technician

An Amazing Career Opportunity for a Technical Support Technician!! 

Location: Fort Lauderdale, FL

Job ID: 40695

 

This position is the technical expert of the After Sales department. They possess the comprehensive knowledge to perform all the duties of an Evolis Technical Support Technician and are experts in the Evolis product line. They will execute technical support, training, and documentation following the department's SLAs.

 

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. 

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

 

Secure Issuance (SI): 

Secure Issuance, part of HID Global, offers the world’s broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software. For more than 25 years, organizations across a variety of industries — from enterprise corporations and government agencies to financial institutions and universities — have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards. With a history of pioneering patented technologies and expertise, business integrity and long-standing customer confidence, HID Global is a global leader in secure card issuance innovation. 

 

As our Technical Support Technician, you’ll support HID’s success by: 

• Managing RMAs.
• Providing email/phone technical support to Evolis Partners and end customers.
• Validating and processing of RMAs.
• Conducting warranty evaluation for credit of parts returned to Evolis.
• Preparing and sending intervention reports to customers (internal and external).
• Preparing and sending estimates for out-of-warranty repairs.
• Reporting technical/quality problems to R&D/Quality department.
• Following the procedures to manage the inventory of spare parts.
• Following the established protocols for After Sales technical support.
• Conducting product training for internal and external customers.
• Respecting SLAs established for support.
• Participating in test sessions.
• Recording findings, installations, upgrades, etc.
• Installing of printer options/upgrades.
• Designing cards, encoding, and/or production.
• Preparing documentation of internal processes.
• Performing IT-related tasks as scheduled by France IT staff or the Support manager.
• Participating in IT projects for both Ft Lauderdale and Providence Evolis’ locations.

 

 

Your Experience and Background include:  

• A diploma or degree in computing technology or something similar.
• Minimum 2 years of experience in After-Sales Service/Technical Support and/or IT Systems Industries.
• Customer Service Orientation: Strong communication and interpersonal skills to support end users, channel partners, or resellers in resolving technical or usage-related issues effectively and professionally.
• Problem-Solving Skills: Ability to identify technical problems, analyze root causes, and implement appropriate solutions in a timely manner.
• Attention to Detail: Precision and accuracy in handling equipment setup, maintenance procedures, and documentation.
• Team Collaboration: Ability to work well in a team environment and coordinate with Sales,