Senior IT / Client Support

Thales Group; Reading; On-site; GBP 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a passionate Senior Client Services Engineer to join their dynamic team. This role involves providing exceptional technical support to customers, addressing complex inquiries about product functionality, and acting as a liaison between clients and the company. You will manage customer expectations and deliverables while troubleshooting issues related to advanced technical products. The company values flexibility and offers hybrid working arrangements, along with a range of benefits including a pension scheme, generous annual leave, and wellness programs. If you thrive in a fast-paced environment and enjoy solving technical challenges, this opportunity is perfect for you.

Benefits

Hybrid Working

Pension Scheme

28 days annual leave

Life Cover

Employee Assistance Program

Employee discount shopping schemes

Gym membership discounts

Qualifications

• Experience in a large scale technical support function is crucial.
• Knowledge of IT security applications and cryptography is essential.

Responsibilities

• Provide technical support and troubleshoot complex issues via various communication channels.
• Manage customer expectations and deliver project requirements effectively.

Skills

Technical Support

IT Security Applications

Unix/Linux

Windows Operating Systems

Networking

Cryptography

Communication Skills

Problem Solving

Education

Experience in Technical Support

Familiarity with Security Standards

Tools

VMware

MSSQL

Oracle RAC

MySQL

Job description

Sr. Client Services Engineer

Sr. Client Services Engineer

Location: Reading, United Kingdom

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.

What can we offer you?

• 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 on 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.

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 Team for graduate and apprentice roles.

Great journeys start here, apply now!