Technical Support Technician

An Amazing Career Opportunity foraTechnical 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.comandhttps://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 ourTechnical Support Technician, you'll support HID's successby:

• 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, Support, Quality, and other departments as needed.
• Strong ability to diagnose and resolve issues remotely, including by email and phone, using clear communication and a structured troubleshooting approach.
• Computer Skills: Proficiency in using Windows operating systems, Microsoft Office Suite, and understanding of network configurations and protocols (IP, USB, drivers).
• Training and Documentation: Ability to provide clear technical training or guidance to users and document procedures or troubleshooting steps effectively.
• (Desirable) Industry Knowledge: Familiarity with ID card printer technologies, including direct-to-card and retransfer printing, encoding options (magnetic stripe, RFID, smart cards), and related consumables (ribbons, cards, cleaning kits).
• Technical Aptitude: Ability to install, configure, troubleshoot, and maintain printers and associated software (e.g., printer drivers, card design software).
• (Optional):
• CompTIA A+
• CompTIA Network+
• CompTIA Security+

What we can offer you:

• Competitive salary and rewards package

• Competitive benefits and annual leave offering, allowing for work-life balance

• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply?

• Empowerment: You'll work as part of a global team in a flexible workenvironment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes.If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.

We make it easier for people to get where they want to go!

On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go - without having to think about it.

When you join our HID team, you'll also be part of the ASSA ABLOY Group, the global leader in access solutions. You'll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

#LI-HIDGlobal