Technical Support Specialist

The Vision-Box World

Join us on our exciting journey and become part of our innovative future!

At Vision-Box, you are empowered to be innovative, creative and hands-on. You will need energy and drive to help us reach our goals and will be rewarded with opportunities to grow and develop your career with us. We want motivated people who can think on their feet, who will take accountability and who want to make a difference and not just make up the numbers.

We have changed the way passengers travel through airports and travel hubs around the world and are driving the next phase of global innovation in biometric automation. We develop state-of-the-art user-centric citizen touchpoints, custom front-end applications and collaborative orchestration software, delivering premium customer experiences and high-quality services to our customers.

As a partner to prestigious Governments, Airports, and Airlines around the world, we enhance citizen services and traveler experiences. We establish identity through high-performance enrolment, verification and authentication by enabling multi-directional data transactions and creating actionable intelligence.

We have delivered over 5,000 identity enrolment solutions in every continent across the globe, enabling access to robust identity schemes and the use of automated systems for hundreds of millions of citizens and passengers every year.

As a Technical Support Specialist, what are you going to do

• A mixture of routine system maintenance to ensure our products are working flawlessly by applying software and hardware fixes and updates. Identifying faults both remotely and on-site;
• Responding to incidents and performing break/fix activities when errors and faults occur;
• Liaising with customers on-site and remotely and proactively communicating with the Service Manager, escalating issues, and identifying areas where service can be improved;
• Providing on-site early life support and training users on the system;
• Analysis of system performance about business benefits;
• Document cases, recommendations, and resolutions clearly in the ticketing system;
• Collaborate with Technical Support Experts and Software Development to resolve highly complex technical issues associated with deployment.

What are the skills and professional experience we're expecting from you

• Technical education (Electrical or IT) with at least two years of relevant experience with hardware diagnostics and repair experience and a basic understanding of electrical and electronic components;
• Knowledge of networking fundamentals (TCP/IP, HTTP, routing, and switching, etc.) and database administration fundamentals (preferably MS SQL Server and/or PostgreSQL);
• Basic understanding of Information Security principles, security protocols, Public Key Infrastructure (PKI), and basic knowledge of biometric concepts and technologies;
• Fluent in English;
• Good understanding of ITIL support principles;
• Self-motivated and proactive individual with a willingness to travel and you have a problem-solving attitude;
• Availability to travel.