Technical Support Specialist (Pasadena, CA) Job

3M is science applied to life. At 3M, we are in your cell phone. We are in your car. We are at your doctor’s office. You are never more than 10 feet from a 3M product. 3M helps make it possible for many other companies to do what they do.

3M is seeking a Technical Support Specialist for the 3M Cogent Identity Management Business to provide system level support for key customers in Pasadena California. Ready to be part of what’s next?

The person hired for the position of Technical Support Specialist will provide daily system support to 3M Cogent Identity Management Business customers including installation, configuration and troubleshooting of computer software, hardware and network environments; provide all aspects of operations support, preventive maintenance, remedial maintenance, and provide regular status reporting.

3M Cogent Identity Management Business provides high-tech solutions in the field of biometrics including image processing, automated fingerprint, palmprint, facial and iris identification, and systems integration for a worldwide customer base which includes law enforcement, civil government, and commercial customers. This position requires a professional, self-motivated, detail-oriented Technical Support Specialist to provide daily front-line system support to our global customers. Occasional travel may be required. This position is contingent upon passing background check and/or polygraph test conducted by client.

• Resolving customer reported issues and inquiries, by local travel to customers’ sites or remotely via secure networks to customers’ systems from residence
• Maintaining customer relations via phone or in person with various customers’ users and personnel
• Transporting and delivering hardware systems to customers’ sites
• Troubleshooting of Microsoft Windows, UNIX, and Linux operating systems
• Troubleshooting of network environments
• Installation/configuration/troubleshooting/testing of 3M Cogent’s proprietary applications
• On-call responsibility on a rotating schedule

Basic Qualifications:

• Meets or exceeds one of the following combinations of experience and education (must be from an accredited learning institution): Bachelor's degree; OR a minimum of 2 years of customer-facing technical support experience AND a two year Associates degree/Technical diploma; OR a minimum of 4 years of customer-facing technical support experience AND a High School diploma/GED
• Experience with Windows-based operating systems troubleshooting
• Experience working with Linux and/or Unix Operating Systems

Preferred Qualifications:

• B.S. Degree in Computer Science or related discipline
• Experience with biometrics industry technical support
• 5+ years of experience providing customer-facing technical support
• 3+ years of experience working with Microsoft Windows Operating Systems
• TCP/IP network troubleshooting in distributed UNIX and Windows client/server environments
• Additional experience will also be strongly considered in the following areas. (For any areas in which the candidate does not possess knowledge, the candidate will need to learn these areas on the job.):
• LAN/WAN internetworking and protocols
• Windows-based server installation and administration
• UNIX/Linux installation and administration
• RDBMS installation and administration for Oracle, Microsoft SQL Server, and MySQL
• System and data backups and recovery
• Candidates must be detail oriented and a team player that can also work with little supervision
• Candidates must be able to work independently with help from in-house engineers and have good time management skills. Service calls must be responded to promptly, diagnosed quickly, and fixed within a short time frame
• Candidates must have excellent verbal and written English communication skills, other language abilities are a plus
• Candidates must have the ability to understand user problems and the ability to explain technical fixes in a clear manner to users. Technical training will be provided
• Candidates must have excellent troubleshooting skills and problem solving resourcefulness
• Candidates must be willing and able to learn new technologies and any other technologies as required by company needs readily and quickly
• Candidates must have a strong customer support focus
• Candidates must be able to occasionally move and lift heavy computer equipment