Job Description:

Location: California, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

We are currently looking for a Support Technician to join Thales in Alameda, CA.

As a member of the Thales Law Enforcement team, you will provide critical application support, onsite and remote (when on call) , for customer reported issues or inquires, including network and system troubleshooting, deployments, monitoring, biometric application support etc.

This position is an onsite position located in Dublin, California for Alameda County.

Key Responsibilities:

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  You resolve customer reported issues and inquiries via phone, emails, onsite, or remote access. 

  
  


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  You provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers

  
  


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  Adhering to SLAs (Service Level Agreements), you maintain a high level of customer relations through responsiveness
  
   and focus on ensuring customer satisfaction

  
  


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  Where appropriate, you conduct system front and backend administration, monitoring, management,
  
  preventative maintenance, and ensure maintenance of existing operational services

  
  


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  You lead troubleshooting on applicable operating systems (i.e. Microsoft Windows, UNIX, Linux, and etc.)
  
  and network environments

  
  


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  You engage in the development, testing and implementation of new systems and solutions

  
  


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  Where applicable, your participate in 24X7 customer technical support

  
  


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  You engage with broader Thales team members to identify and resolve technical issues

  
  


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  You participate in Thales Quality Systems, including PLC (Product Life Cycle), SDLC (Software Development Life Cycle), CDLC (Custom Development Life Cycle), and CI (Continuous Integration)

  
  


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  You are responsible for executing defined processes and solutions,
  
  such as compliance to escalation procedures and customer support processes

  
  


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  Where appropriate, provide technical support and implementation on delivery projects

  
  


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  Able to learn and support Thales law enforcement proprietary applications 

  
  

Required Skills and Experience:

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  Bachelor’s Degree in relevant discipline or High School Diploma with 4 years’ experience in IT as equivalency

  
  


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  A minimum of 1 years of experience working in an IT role (ie, helpdesk, hardware, application support) directly supporting critical front-line business services for customers

  
  


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  At least 1 year of experience working with business functions as well as technical support functions

  
  


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  At least 1 year of experience in System/network/application troubleshooting

  
  


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  Prior experience translating complex technical concepts into every-day language while working with internal and external stakeholders

  
  


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  Excellent Team player with proven ability to accomplish goals through collaboration

  
  


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  Ability to operate effectively and autonomously across multiple teams in situations of ambiguity leveraging problem solving skills and a willingness to learn with only high-level direction

  
  


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  Prior experience communicating pertinent and technical information to internal and external customers and other stakeholders on a regular basis

  
  


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  Prior LAN/WAN internetworking and protocols experience

  
  


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  Prior Windows-based server installation and administration experience

  
  

Must be able to lift up to 50 pounds

             

Must be able to maneuver pc’s/printers and install computer components – specialized law enforcement cabinet installation.

Schedule: Core Business Hours Monday-Friday, 8am – 5pm and 24/7 on-call for critical applications.

Customer Location Based: This position is primarily based at a customer location and will require regular travel to and from one or more customer sites to perform the essential functions of the position

Personal Vehicle Usage: The candidate will be required to use their personal vehicle for travel or customer visits to perform the essential functions of the position

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation.

Preferred Skills and Experience:

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  Experience in programming/scripting with one or more of the following, UNIX/Linux shell scripting, Windows scripting (VBS or Batch), Powershell

  
  


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  SQL knowledge and Oracle and SQL server databases

  
  


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  SNMP monitoring solutions such as Icinga/Nagios experience

  
  


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  Experience in system and data backups and recovery

  
  

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.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, 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 talentacquisition@us.thalesgroup.com.

Salary: $40.00

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