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.ResponsibilitiesTechnical Support & Field ServiceProvide 1st and 2nd level technical support (remote and on-site)Act as the main point of contact for hardware and software-related issuesPerform installation, configuration, and maintenance of systems at customer sitesExecute Field Service activities including system repair and hardware replacementSystem Installation & CommissioningManage system commissioning, start-up, and deployment activitiesPerform FAT (Factory Acceptance Test) and SAT (Site Acceptance Test)Support system integration with third-party components (databases, peripherals)Troubleshooting & MaintenanceDiagnose and resolve complex technical issues (software and hardware)Perform hardware testing and repair of defective componentsConduct log analysis, debugging,



and root cause investigationProvide remote troubleshooting support for installation and system issuesCustomer Interaction & TrainingInterface directly with customers for technical requirements and issue resolutionManage support requests through ticketing systemsDeliver technical training to customers and business partnersSupport customers during go-live and post-installation phasesDocumentation & Continuous ImprovementPrepare and maintain technical documentation, reports, and proceduresContribute to the improvement of work instructions and processesCollaborate with R&D;, QA, and Product teams for issue resolution and product enhancementMonitor system performance and propose corrective/improvement actionsRequirementsDegree or Diploma in Computer Science, Engineering, Mechatronics, or related fields5+ years of experience in technical support or field service rolesExperience in hardware maintenance and repair of complex systemsGood knowledge of Windows operating systems and server environmentsBasic 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 skillsGood command of English (minimum B2 level)Availability to travel frequently (Italy and abroad)Preferred QualificationsExperience in card issuance or fintech solutionsKnowledge of scripting/programming languages (PowerShell, Python, .NET)Familiarity with virtualized environments and distributed architecturesExperience with ticketing systems and ITIL processesSoft SkillsStrong customer-oriented mindsetExcellent communication skillsAnalytical thinking and structured problem-solving approachAbility to work independently and in team environmentsProactive, curious, and flexible attitudeAbility to work under pressure in dynamic environments

📌 Technical Solutions Specialist (Piemonte)
🏢 Identis
📍 Piemonte