Level 3 Technical Support Specialist (Hybrid)
Level 3 Technical Support Specialist (Hybrid)
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Job Description
Thales Cybersecurity and Digital Identity is a global leader in digital security bringing trust to an increasingly connected world. We design and deliver a wide range of products software and services based on two core technologies: digital identification and data protection.
With the massive surge of electronic travel documents and national eID cards Thales Digital & Security is supporting border agencies government authorities and airports to exploit technology convergence to gain consistent comprehensive border visa management and document verification worldwide that will:
- Deliver seamless travel with border control applications
- Offer convenience for travelers for fast and secure border crossing
- Improve border intelligence for detection and prevention including some of the most disruptive new technologies like biometrics machine learning or micro services.
If youre looking for new opportunities ready to join a highskilled multicultural team (located in different time zones) willing to travel (around 10% of your time once appropriate training has been provided) we are now looking for a Technical Support Specialist who will join the Global Technical Services Group.
You will provide a range of technical support for internal and external customers. They will need an aptitude for working with peripherals and associated Software Development Kits (SDKs) to undertake analysis diagnosis and resolution of customer issues associated with our document reader solutions. The issues will range from straightforward to more complicated technical problems.
A week in the life of a Technical Support Specialist:
- Function as an initiativetaking member of the global support team.
- Receiving logging and managing issues in the designated Support Tracking system.
- 2nd and 3rd line support troubleshooting hardware or software issues related to the Document and Biometric Reader portfolio and to be prepared to aid 1st Line support as needed.
- Escalate unresolved calls to 4th line (R&D) teams.
- Take ownership of assigned issues follow up the status of problems if/when escalated proactively seek feedback from the end user either directly or via the 1st line support specialist.
- To maintain a high degree of customer service.
To succeed at this job you must have:
Education & Experience:
- SC or Country Specific equivalent Security cleared or capable of obtaining security clearance.
- Computer Science or Engineering studies advantageous.
- 5 years previous IT Service Desk and/or Call Centre experience ideal.
Competences:
Technical skills:
- Must be fluent in English & Spanish both written and spoken.
- Strong knowledge of Microsoft based operating systems.
Soft skills:
- An eye for detail but pragmatic and flexible in approach to suit project needs.
- A tenacious dynamic collaborator with a passion for technology.
- Excellent logical analysis skills and problem solving.
- Excellent communication skills and telephone manner.
- Excellent organizational skills
- Will be an initiativetaking achiever who gains satisfaction from providing excellent customer service.
What do we offer
- Flexible working hours.
- Intensive working days on Fridays and during August.
- Remotefriendly 2/3 days a week working from home.
- Restaurant allowance and social benefits (health insurance kindergarten).
- Free coffee onsite!
Thales is a company committed to equal opportunities between women and men and for this reason we work to raise awareness and disseminate information on the subject both internally and externally.
At Thales we provide CAREERS and not only jobs. With Thales employing 80000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here apply now!Required Experience:
Unclear Seniority
Employment Type
Full-Time
