Customer Support Engineer
- Recruiter
- Thales
- Location
- Cambridge
- Salary
- Competitive
- Posted
- 02 Aug 2014
- Closes
- 07 Aug 2014
- Sectors
- IT, Networks & Systems
- Contract Type
- Permanent
- Hours
- Full Time
This is an exciting opportunity to join a growing organisation and provide Pan-European Support for all Thales products.
Thales E-security is a leading global provider of data protection solutions with more than 40 years' experience securing the world's most sensitive information. Our customers-businesses, governments, and technology vendors with a broad range of challenges use Thales E-security products and services to improve the security of applications that rely on encryption and digital signatures.
By protecting the confidentiality, integrity, and availability of sensitive information that flows through today's traditional, virtualised, and cloud-based infrastructures Thales is helping organisations to reduce risk, demonstrate compliance, enhance agility, and pursue strategic goals with greater confidence.
Scope of the role
The successful candidate will ensure that any Support queries from internal or external customers are dealt with in a timely manner and recorded in our database and within SLA. They will setup and maintain test environments, research solutions to customer issues and help to create and maintain internal documentation.
Full training will be provided when necessary.
Key Responsibilities and Tasks
- A 1st/2nd/3rd line Support Engineer, preferably with some programming skills, is required to assist customers who are installing the Thales security hardware product range and who are developing custom applications that access the cryptographic functionality provided.
- The candidate will investigate and evaluate technical problems providing customers with assistance to resolve technical faults as far as possible at the first point of contact
- Test and debug code, diagnose hardware and network problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified calls will escalated to the Engineering department.
- Carry out on-site installations and provide customer training.
- Participation in the 24 x 7 telephone support rota is required when sufficiently experienced to do so.
Skills
Essential
- Good knowledge of Linux and Windows operating systems
- Familiarity with one or more of the following:
Java, C or a similar language
OpenSSL
TCP/IP
Relational databases (SQLServer, Oracle)
Desirable
- Experience in one or more of the following:
Solaris, AIX or HPUX
Data encryption
Cryptographic APIs such as PKCS#11, JCE, CNG
PKI and Windows PKI related products
Experience
- Previously worked in a Technical Support and or Desktop support role
- The post holder should have strong interpersonal skills and the ability to communicate at all levels in the spoken and written word
- Self-motivation and the ability to work under pressure are vital
- Excellent written and verbal communication skills
- Functional use of MS Office; Outlook, Word, Excel, PowerPoint and the ability to learn and utilise Support Relationship Management tools
At Thales we provide CAREERS and not only jobs
With Thales employing 68,000 employees in 50 countries and 43% of all Thales UK roles being filled via internal movements 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.
Thales UK touches all of our lives, every day. Our expertise in secure network communications, for example, safeguards as many as 3.7 billion BACS transactions, worth around ??1 trillion, every year. We are a leader in onboard equipment for civil and military aircraft.
*Faxing is not our preferred method of application. Please Apply to ALL positions by clicking "Apply Now"*
Thales E-security is a leading global provider of data protection solutions with more than 40 years' experience securing the world's most sensitive information. Our customers-businesses, governments, and technology vendors with a broad range of challenges use Thales E-security products and services to improve the security of applications that rely on encryption and digital signatures.
By protecting the confidentiality, integrity, and availability of sensitive information that flows through today's traditional, virtualised, and cloud-based infrastructures Thales is helping organisations to reduce risk, demonstrate compliance, enhance agility, and pursue strategic goals with greater confidence.
Scope of the role
The successful candidate will ensure that any Support queries from internal or external customers are dealt with in a timely manner and recorded in our database and within SLA. They will setup and maintain test environments, research solutions to customer issues and help to create and maintain internal documentation.
Full training will be provided when necessary.
Key Responsibilities and Tasks
- A 1st/2nd/3rd line Support Engineer, preferably with some programming skills, is required to assist customers who are installing the Thales security hardware product range and who are developing custom applications that access the cryptographic functionality provided.
- The candidate will investigate and evaluate technical problems providing customers with assistance to resolve technical faults as far as possible at the first point of contact
- Test and debug code, diagnose hardware and network problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified calls will escalated to the Engineering department.
- Carry out on-site installations and provide customer training.
- Participation in the 24 x 7 telephone support rota is required when sufficiently experienced to do so.
Skills
Essential
- Good knowledge of Linux and Windows operating systems
- Familiarity with one or more of the following:
Java, C or a similar language
OpenSSL
TCP/IP
Relational databases (SQLServer, Oracle)
Desirable
- Experience in one or more of the following:
Solaris, AIX or HPUX
Data encryption
Cryptographic APIs such as PKCS#11, JCE, CNG
PKI and Windows PKI related products
Experience
- Previously worked in a Technical Support and or Desktop support role
- The post holder should have strong interpersonal skills and the ability to communicate at all levels in the spoken and written word
- Self-motivation and the ability to work under pressure are vital
- Excellent written and verbal communication skills
- Functional use of MS Office; Outlook, Word, Excel, PowerPoint and the ability to learn and utilise Support Relationship Management tools
At Thales we provide CAREERS and not only jobs
With Thales employing 68,000 employees in 50 countries and 43% of all Thales UK roles being filled via internal movements 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.
Thales UK touches all of our lives, every day. Our expertise in secure network communications, for example, safeguards as many as 3.7 billion BACS transactions, worth around ??1 trillion, every year. We are a leader in onboard equipment for civil and military aircraft.
*Faxing is not our preferred method of application. Please Apply to ALL positions by clicking "Apply Now"*