Job Description:

Iris ID Systems, Inc. has an immediate opening for Technical Services Specialist in Cranbury, NJ (Full-Time On-Site).

As a member of the Iris ID Technical Services team, you will be responsible for providing excellent technical support to our worldwide base of partners, distributors, and end users.  Support is provided via telephone, email, website, remote desktop, virtual meetings, and occasionally at the customer’s location.

This position requires above average verbal and written communication skills, along with a professional service-oriented demeanor.  The ability to visualize problems and provide effective troubleshooting with minimal information is a must.  You will become one of the subject matter experts on all Iris ID products, being required to provide immediate accurate answers to technical questions when asked by our internal and external customers.

In addition to supporting Iris ID products, you will also be required to assist our partners with the installation, maintenance, troubleshooting, and integration of the Iris ID products into their system environment.  This support requires the ability to remotely troubleshoot computer hardware, software, operating systems, and networks along with physical access control systems, including card readers, access control panels, door control circuits, and door sensors.

Other tasks for this job position include system (hardware/software) testing, problem tracking & escalation, writing product & support documentation, technical training material development, and “board-level” repairs of Iris ID devices.

Occasional tasks may include providing technical training (virtual and in-person) and on-site technical support.

Primary Responsibilities:

  • Provide excellent pre- and post- sales technical support and services to our worldwide partner and customer base.
  • Monitor and respond quickly and effectively to all technical service queries.
  • Entry and response of support incident in tracking system (Salesforce).
  • Triage support requests and escalate to the next tier in a timely manner.
  • Ability to troubleshoot system problems based only on the verbal or written information provided by the customer.
  • Be a technical subject matter expert on all Iris ID products.
  • Install, configure, test, operate, and troubleshoot Iris ID software and hardware products.
  • Install, configure, operate, and troubleshoot personal & server computers. Microsoft Windows (7 and higher).
  • Provide technical support for the Iris ID internal network, servers, end point computers, and VoIP phone system.
  • Suggest improvements and features needed to help correct common problems or to enhance product usability.
  • Troubleshoot and repair (board / assembly level) Iris ID hardware.

Secondary Responsibilities:

  • Provide on-line technical training to partners and internal team members.
  • Development of webinar and “on-site” technical training materials.
  • Creating and updating content for product documentation and the support web site.
  • Perform product acceptance testing before release to customers.
  • Providing “off-hours” and “on-call” support as needed.
  • Provide on-site technical support or training as needed, this may include international travel. (Travel for this position is typically 0-30 days per year).

Required Experience / Education / Skills:

  • Minimum 3 years of experience in the computer, electronics, access control/security, or computer network field.
  • Excellent English language verbal and written communication skills.
  • Comprehensive knowledge of computer hardware, software, and network installation, repair, testing, and troubleshooting.
  • Knowledge of Microsoft Windows at an intermediate to advanced level.
  • Experience using Microsoft Office/365 (Outlook, Word, Excel, and Power Point).
  • Consistently demonstrates professional demeanor, appearance, and attitude.
  • Strong work ethic: service oriented and willing to give the extra effort and time needed to ensure customer satisfaction.
  • Self-manage assigned work tasks and consistently meet required deadlines.
  • Work effectively under pressure, including managing multiple issues simultaneously.
  • Practice honesty and transparency at all times.
  • Provide status updates accurately & concisely to senior management and engineering team on incident details or product issues.

 Additional Experience Preferred (In addition to the minimum requirements):

  • Network system and end-point device support.
  • Installation, setup, and management of Microsoft SQL Server, or Oracle databases.
  • Computer Virtualization (VM Ware or Hyper V) and Cloud (AWS or Azure).
  • Installation, service, and/or support of physical access control systems.
  • Basic electronics wiring, connection termination, and soldering skills.
  • Knowledgeable in smart card and proximity card technologies.
  • Knowledge and experience with biometric technologies (iris, face, fingerprint, or hand geometry).
  • Installation, operation, and settings of LINUX, MacOS, and/or Android devices.
  • Creating instructional videos and presentations.
  • Time & Attendance devices, software, and systems.
  • Supporting software developers with use of Iris ID APIs and SDKs.
  • Technical writing and product documentation development.
  • Conducting technical training sessions (on-line or in-person).

To apply, please send a cover letter and your resume (CV) electronically as MS Word documents to careers@irisid.com.