Technical Support Assistant - Biometric Systems

About the role

This entry-level position is dedicated to the maintenance and troubleshooting of biometric systems used by staff across various locations. It centres on keeping fingerprint and facial recognition devices running smoothly, answering initial technical support queries and resolving connectivity or platform issues. The successful candidate also helps with the distribution and retrieval of technical equipment, keeps accurate activity logs and escalates complex issues to senior engineering teams.

Key responsibilities

• Diagnose and fix hardware issues on biometric enrollment devices such as fingerprint scanners and facial recognition units at office and field sites.
• Answer support tickets and calls from staff and give immediate Level 1 and Level 2 solutions for software, network and hardware problems.
• Guide employees on accessing internal portals, recovering passwords, setting up VPNs and configuring software for platforms such as NIMC AES and CSMS.
• Manage the inventory, installation and return of technical devices and biometric kits assigned to field personnel and offices.
• Record all incidents, maintenance and resolution steps in the support tracking system and forward unresolved errors to senior engineering groups.

Required profile

• Entry-level experience or foundational knowledge of technical support and ticket resolution at Level 1 and Level 2.
• Basic ability to diagnose and repair biometric hardware and its software systems.
• Strong documentation skills and the ability to escalate complex technical issues to senior teams.

Required skills

• Understanding of network connectivity, portal access and software configuration for platforms such as NIMC AES and CSMS.
• Competence in managing inventory and the logistics of deploying and retrieving technical equipment.