Technical Support Specialist
Technical Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Williamsburg Hybrid
To expand the Support team the Global Technical Services Group are looking for an enthusiastic Technical Support Specialist.
In this role you will provide a range of technical support for internal and external customers. You 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.
Key Areas of Responsibility
Function as an initiative-taking 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.
Minimum Qualifications
An eye for detail but pragmatic and flexible in approach to suit project needs.
Excellent logical analysis skills and problem solving.
Willing to work to different time zones occasionally.
There will be travel requirements to provide onsite support on an ad-hoc basis. Expected to be around 10% of time once appropriate training has been provided.
A tenacious dynamic team player with a passion for technology.
Excellent communication skills and telephone manner.
Excellent organizational skills
Degree in a related subject matter preferably Computer Science.
5 years previous IT Service Desk and/or Call Centre experience ideal.
Must be fluent in English both written and spoken.
Strong knowledge of Microsoft based operating systems.
Will be an initiative-taking achiever who gains satisfaction from providing excellent customer service.
Special Position Requirements
Schedule: Core business hours Monday Friday 10am 3pm.
Physical Environment: Standard office environment with periods spent in the hardware lab for testing/investigations/validation work.
Travel: Domestic and international to meet customer needs on average 1-2 days per month but could be in 5 days blocks.
Customer Location Based or Site Visits: Onsite support when needed but primarily Thales office based
Personal or Company/Pool Vehicle Usage: This will be inline with local HR policys if a pool car is not appropriate then use of a personal vehicle may be needed
#LI-Hybrid
#LI-MG1
This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified consistent with federal law state law and local ordinances.We are an equal opportunity employer including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex race color religion national origin disability protected Veteran status age or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales please contact us at .
The reference Total Target Compensation(TTC) market range for this position inclusive of annual base salary and the variable compensation target is between
Total Target Cash (TTC): 82933.00 - 112578.00 - 149217.00 USD AnnualThis reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including but not limited to the employees career path history competencies skills and performance as well as the companys annual salary budget the customers program requirements and the companys internal equity. Thales may offer additional benefits and other compensation depending on circumstances not related to an applicants status protected by local state or federal law.
(For Internal candidate if you need more information please reach out to your HR Shared Service 1st Point)
Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents including the following:
Elective Health Dental Vision FSA/HSA Voluntary Life and AD&D Whole Group Life w/LTC Critical Illness Hospital Indemnity Accident Insurance Legal Plan Identity Theft and Pet Insurance
Retirement Savings Plan after 30 days of employment with a company contribution and a match and with no vesting period
Company paid holidays and Paid Time Off
Company provided Life Insurance AD&D Disability Employee Assistance Plan and Well-being Program
Required Experience:
Unclear Seniority
Employment Type
Full-Time
