In-Service Support Systems Engineer

Thales is a global technology leader with more than 83000 employees on five continents. With over 7500 people in the UK operating across defence space aerospace and digital security we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers as well as delivering social value to the UK with our products and services.

We support armed forces worldwidefrom fighter pilots to front-line soldiersby delivering advanced training solutions that build safe effective and resilient teams. Our portfolio spans computer-based learning full-motion flight simulators and fully equipped replica armoured vehicles.

We are now looking for an In-Service Support Systems Engineer to join our team in Crawley supporting cutting-edge Flight Simulator Training Devices (FSTDs) used by global defence customers.

The Role

As part of our In-Service Support team you will act as a key technical interface between our customers and engineering teams ensuring the availability and performance of mission-critical training systems.

You will diagnose and resolve hardware and software issues provide expert guidance to end-users and manage technical queries through a customer helpdesk. This is a hands-on customer-facing role with opportunities to work on complex technical challenges and contribute to system improvements and upgrades.

Key Responsibilities

• Diagnose and resolve software and hardware issues across simulator systems

• Provide remote and on-site technical support to customers and end-users

• Manage and operate a customer helpdesk ensuring timely resolution of issues

• Act as the technical bridge between customers and internal engineering teams

• Escalate complex issues and coordinate solutions with SMEs and stakeholders

• Track document and report issues through to resolution

• Support in-service updates upgrades and technical bid activities

• Maintain strong customer relationships and deliver high-quality service

What Were Looking For

• Experience in a Product Support Technical Support or Systems Engineering role

• Background in software and/or hardware systems with exposure to IVVQ activities

• Strong troubleshooting and problem-solving skills

• Ability to communicate complex technical issues clearly to non-technical users

• Experience working in customer-facing technical environments

• Willingness to travel to customer sites sometimes at short notice (AOG scenarios)

Desirable Experience

• Knowledge of training and simulation systems (especially FSTDs)

• Familiarity with defence or aviation regulations

• Experience with engineering tools such as DOORS Polarion TFS or JIRA

• Prior experience supporting or delivering engineering projects

• Exposure to Thales systems or similar defence technologies

What Sets You Apart

• Customer-focused mindset with strong interpersonal skills

• Proactive adaptable and able to thrive in fast-paced environments

• Collaborative team player with the ability to quickly understand complex systems

Security Clearance Requirement

Due to the nature of the work that we do at Thales many of our roles are subject to security restrictions. This role requires you to be a UK National and achieve Security Clearance (SC) without any caveats. It would be advantageous if currently held however if not currently held it is a requirement that the successful applicant undergo achieve and maintain SC Clearance prior to commencing employment. If approved by the MOD a dual national from a non-ITAR country may be considered.

To be eligible for full SC you generally need to have resided in the UK for the last 5 some circumstances a minimum of 3 years residence in the UK over the last 5 years may be accepted with additional overseas checks.

Please visit the UKSV website for further guidance:

Thales we ensure equal opportunities pay and working conditions for all. The benefits we offer include private medical insurance buying or selling annual leave cycle to work schemes employee discounts paid volunteering day stocks and shares annual bonus and much more depending on the role. Read more about our benefits here.

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes employee networks wellbeing policies and inclusive features here.

If this role isnt quite right for you we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.

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