L1 Support Engineer

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.

OPERATIONS AND SUPPORT ENGINEER - LEVEL 1
 
The candidate will part of the L1 Operations and Support, in charge of
providing Tier I technical support and incident management for hosted and
managed services. This is a global team that delivers 24/7 support and
incorporates service monitoring to meet the requirements of customer service
level agreements.
 
A week in the life of an Operations and Support Engineer L1:
 
• You will establish and maintain contact with customers for request and
incident management.
• You will deliver Tier I technical support for customers on hosted and
managed services and escalate critical issues to Tier II support.
• You will provide service monitoring and associated predefined actions
on hosted and managed service and escalate to Tier II as needed.
• You will support recurring service operations on hosted and managed
services.
• You will participate to the handover from set-up to production by
reviewing service documentation and monitoring testing and internal
tools.
Service support COS:
Manage Incidents/Service requests within SLA, tracking SLA
and taking actions in case of deviation.
Ensures the incident are acknowledged, investigated and resolved as per
contract agreement:
Response time (MTTA)
Resolution time (MTTR)
Cloud Base Solution offers (AWS, GCP, Docker, Kubernetes...)
Monitoring tools (Datadog, Splunk, Pagerduty, ...

Linux, networking (TCP/IP, Firewall, Load Balancer, tcpdump, wireshark...)
Scripting (Bash, Python, Java...)

Minimum Requirements: Skills, Experience & Education

Include minimum experience qualifications, required proficiencies with
specialized knowledge, computer proficiencies, etc.
Bachelor of Engineering (Ingeniero Técnico) or a Bachelor of Science
2+ years of experience in operation or support
Working on shift to offer our customers a 24/7 service
Good to have experience in managing Splunk App development, scripting and
log management solution design
Knowledge of ITIL and Service Delivery best practices. ITIL certification would
be appreciated
Knowledge on AWS/GCP Cloud, monitoring tools, networking, infrastructure,
Linux and mobile application
Experience in direct cooperation with international customers

English – Able to handle a business conversation

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 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!