Sustaining Engineer II

About the role

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions for public and private organizations worldwide. Our solutions, built on privacy and trust, leverage decades of expertise in biometrics to enhance public security, justice, public safety, travel, transport, identity, and access control. With over 4,000 employees and 150+ partners globally, we offer a dynamic environment where innovation thrives and talents are valued.

Responsibilities

• Maintain system functionality through preventive and remedial measures for customer-facing IT solutions supporting the Wisconsin Department of Justice, Milwaukee PD, and other state/local police operations.
• Work as part of a cloud support team to ensure 24x7 operations, including compensated on-call duties during nights and weekends.
• Support day-to-day field service and repairs to meet contractual SLA requirements.
• Oversee maintenance and repair of field equipment, including computers, cameras, printers, UPS, signature pads, scanners, and fingerprint capture devices, while tracking and safeguarding company assets.
• Act as a liaison between the IDEMIA operations team and customer operational personnel.
• Provide hardware and software support and maintenance.
• Contribute to weekly and monthly reporting as defined by the Sustaining Engineering Manager.
• Manage consumable and spare parts inventory at levels defined by management.
• Travel within Wisconsin, including occasional overnights, to complete tasks.

Requirements

• 5+ years of relevant experience in Systems Administration, Technical Support, or IT Infrastructure Support.
• Associate's or Bachelor's degree in Information Technology or a related field (or equivalent experience).
• Hands-on experience with Linux administration, Windows Server/Desktop support, and VMware environments.
• Working knowledge of Azure and AWS cloud platforms.
• Experience troubleshooting and maintaining hardware, software, and peripheral devices.
• Ability to support customer-facing IT solutions and meet SLA commitments.
• Experience in a 24/7 support environment with on-call rotations.
• Strong problem-solving, customer service, and communication skills.
• Ability to work independently in a remote setting and travel throughout Wisconsin.
• Knowledge of CJIS security requirements and public safety/law enforcement environments.

Note: IDEMIA Public Security does not work with third-party recruiters without a signed agreement.