SW Technical Support

Identis is a global leader in secure ID issuance and financial card personalization solutions. Through innovative hardware, software, and services, we provide high-quality, scalable solutions to banks, government agencies, and businesses worldwide. We are looking for a SW Technical Support (Field Service Engineer) to join our Technical Support team. The selected candidate will be responsible for supporting, installing, maintaining, and troubleshooting both software and hardware systems used in card issuance and secure ID solutions. The role involves close collaboration with internal teams and direct interaction with customers to ensure system reliability and performance.

Responsibilities

Technical Support & Field Service Provide 1st and 2nd level technical support (remote and on-site) Act as the main point of contact for hardware and software-related issues Perform installation, configuration, and maintenance of systems at customer sites Execute Field Service activities including system repair and hardware replacement

System Installation & Commissioning Manage system commissioning, start-up, and deployment activities Perform FAT (Factory Acceptance Test) and SAT (Site Acceptance Test) Support system integration with third-party components (databases, peripherals)

Troubleshooting & Maintenance Diagnose and resolve complex technical issues (software and hardware) Perform hardware testing and repair of defective components Conduct log analysis, debugging, and root cause investigation Provide remote troubleshooting support for installation and system issues

Customer Interaction & Training Interface directly with customers for technical requirements and issue resolution Manage support requests through ticketing systems Deliver technical training to customers and business partners Support customers during go-live and post-installation phases

Documentation & Continuous Improvement Prepare and maintain technical documentation, reports, and procedures Contribute to the improvement of work instructions and processes Collaborate with R&D, QA, and Product teams for issue resolution and product enhancement Monitor system performance and propose corrective/improvement actions

Requirements Degree or Diploma in Computer Science, Engineering, Mechatronics, or related fields 5+ years of experience in technical support or field service roles Experience in hardware maintenance and repair of complex systems Good knowledge of Windows operating systems and server environments Basic networking knowledge (TCP/IP, LAN) Familiarity with relational databases (SQL Server, MySQL, Oracle) Experience with Microsoft Office tools (Outlook, Word, Excel) Strong troubleshooting and problem-solving skills Good command of English (minimum B2 level) Availability to travel frequently (Italy and abroad)

Preferred Qualifications Experience in card issuance or fintech solutions Knowledge of scripting/programming languages (PowerShell, Python, .NET) Familiarity with virtualized environments and distributed architectures Experience with ticketing systems and ITIL processes

Soft Skills Strong customer-oriented mindset Excellent communication skills Analytical thinking and structured problem-solving approach Ability to work independently and in team environments Proactive, curious, and flexible attitude Ability to work under pressure in dynamic environments