Technical support Assistant

Summary

This entry-level position is dedicated to the maintenance and troubleshooting of biometric systems utilized by staff across various locations. The role centers on ensuring the seamless operation of fingerprint and facial recognition devices, handling initial technical support inquiries from users, and resolving connectivity or platform-related issues. The successful candidate will assist in the logistics of distributing and retrieving technical equipment while maintaining accurate activity logs and escalating complex technical challenges to senior engineering teams as needed.

Responsibilities

* Diagnose and resolve hardware issues related to biometric enrollment devices, such as fingerprint scanners and facial recognition units, at office and field sites.

* Respond to technical support tickets and calls from staff to provide immediate Level 1 and Level 2 solutions for software, network, and hardware problems.

* Guide employees on accessing internal portals, recovering passwords, establishing VPN connections, and configuring software for specific platforms like NIMC AES and CSMS.

* Manage the inventory, installation, and return of technical devices and biometric kits assigned to field personnel and office locations.

* Document all technical incidents, maintenance activities, and resolution steps accurately in the support tracking system before forwarding unresolved hardware or software errors to senior engineering groups.

Requirements

* Basic ability to diagnose and repair biometric hardware and associated software systems.

* Entry-level experience or foundational knowledge in providing technical support and resolving tickets at Level 1 and Level 2.

* Understanding of network connectivity, portal access, and software configuration for platforms such as NIMC AES and CSMS.

* Competence in managing inventory and handling the logistics involved in deploying and retrieving technical equipment.

* Strong documentation skills with the ability to effectively escalate complex technical issues to senior teams.