Senior IT / Client Support

Thales; Reading; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Thales UK is seeking a Senior Client Services Engineer to provide technical support and manage customer issues for their data protection solutions. This role involves troubleshooting complex technical problems and requires strong communication skills and a background in IT security. The position offers a hybrid working model and a robust benefits package, including pension and health support.

Benefits

Hybrid Working

Pension Scheme

28 days annual leave (Plus Bank Holidays)

Life Cover

24/7 Employee Assistance Program

Employee discount shopping schemes

Gym membership discounts

Qualifications

• Experience working within a large scale technical support function.
• Good working knowledge in Unix/Linux, Windows and MacOS.
• Familiarity with virtual environments (VMware or equivalent) and Microsoft security solutions.

Responsibilities

• Answer customers’ questions and troubleshoot complex technical product issues.
• Manage customer expectations and provide cross-functional communication during incidents.
• Advise customers on using Thales products with 3rd party solutions.

Skills

Experience in IT security applications

Good knowledge of Unix/Linux

Good understanding of networking

Strong written and oral communication skills

Self-driven and motivated

Job description

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Location: Reading, United KingdomThales 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.Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space. Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

THALES are looking to recruit a passionate & driven Senior Client Services Engineer to provide technical support to customers, answering complex questions on function and usage of product via telephone, email, and/or internet. You will serve as a post-sales support liaison between company and customer and if needed, would be required to support pre-sales issues encountered during Proof of Concepts

You will be responsible for managing customer expectations, project deliverables, and providing cross functional escalation and communication during the lifecycle of a customer incident or service request.

Location - Reading

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

Hybrid Working

Pension Scheme

28 days annual leave (Plus Bank Holidays)

Life Cover

24/7 Employee Assistance Program and access to mental wellbeing app

Employee discount shopping schemes on major brands and retailers

Gym membership discounts

What will you deliver?

You will answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.

You will advise customers, work to diagnose customer issues with Thales IAM products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.

You will recommend solutions and workarounds to known problems and advise customers on how to apply the solution or workaround.

You will provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.

You will reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.

You will identify and document issues consistently and clearly using group tools.

You will support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem.

Who are we looking for?

Experience working within a large scale technical support function.

Experience in IT security applications

Enjoys working with customers, solving technical problems and operating in a fast-paced environment

Good working knowledge in Unix/Linux, Windows and MacOS.

Good understanding and management of Windows Operating systems (Windows roles, MS Domain Services, MSCA, IIS, Credential Providers, …).

Familiarity with virtual environments (VMware or equivalent), Microsoft security solutions (CryptoAPI, ILM, CLM, .Net) and Client-Server architectures.

Good knowledge of database servers (MSSQL, Oracle RAC, or MySQL).

Good understanding of networking.

Good knowledge of cryptography and key management.

Strong written and oral communication skills.

Self-driven and motivated individuals.

You should have a good understanding of authentication and authorization traffic flows such as:Strong Authentication solutions based One-time Password algorithms.Authentication solutions based on Public Key Infrastructures and certificates.Authentication solutions based on biometrics features.

It would be preferred if you have familiarity with FIPS (Federal Information Processing Standards), Common Criteria, PKCS#11, Smartcards and Tokens.

The successful candidate will need full Security Clearance (SC) - 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. Please visit the UKSV website for further guidance.

#LI-DOM

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

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.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment,if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Teamfor graduate and apprentice roles.

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