Field Support Engineer

Thales; Queenstown; On-site; NZD 115,000 - 164,000; Full time

Job summary

Thales seeks a Field Support Engineer to deliver on-site and remote Windows application deployment, troubleshooting, and training for the IPS team.

You will support production systems, manage deployments with Ansible, monitor health, and collaborate with DevOps to improve release processes while traveling to regional sites as needed.

Qualifications

• Degree in IT, Computer Engineering, CS, Software Engineering, or related field.
• Minimum 4 years in software development, application support, or DevOps roles.
• Strong Windows Server deployment and troubleshooting experience.
• Experience with CI/CD, DevOps practices, and release management.
• Hands-on Ansible experience: playbooks creation, execution, troubleshooting.
• Proficient in Windows services, Event Viewer, IIS, PowerShell.
• Solid networking knowledge and scripting skills (PowerShell, SQL).
• Knowledge of relational databases (Oracle, MariaDB, MySQL).
• Experience with Datadog, Grafana, VMware, Docker, AWS, Azure.

Responsibilities

• Windows Application Deployment & Support: test, roll out, document procedures.
• Deploy, configure, and maintain Windows-based apps across Windows Server environments.
• Ensure environment readiness, patching, and dependency management.
• Perform system health checks and proactive monitoring.
• Support incident & field troubleshooting across Windows, networking, and systems.
• Conduct RCA and coordinate with cross-functional teams for issue resolution.
• Deployment Automation & DevOps: release activities, Ansible playbooks, post-deployment checks.
• Collaborate with DevOps to improve deployment processes and reliability.
• AI Tools & Operational Improvement: leverage AI for troubleshooting and knowledge retrieval.

Skills

Windows Server

CI/CD

Ansible

PowerShell

Docker

AWS

Azure

Datadog

Grafana

VMware

SQL

Education

Degree in IT, Computer Engineering, CS or related field

Tools

Ansible

Datadog

Grafana

VMware

Docker

AWS

Azure

Job description

We are looking for a Field Support Engineer with strong expertise in Windows Application Support & Deployment to join our Industrial Personalization Solutions (IPS) team. The role is responsible for delivering on-site and remote technical support for IPS systems, with a strong focus on troubleshooting, deploying, and maintaining Windows-based applications, as well as providing user support and training on system usage and processes.

Industrial Personalization Solutions (IPS) department is in charge of providing infrastructure and business packages to industrialize Thales Banking products in Personalization Bureau.

Responsibilities:

Windows Application Deployment & Support

• Perform acceptance testing and document the procedure before rolling out to production

• Deploy, configure, and maintain Windows-based applications across Windows Server environments (Knowledge of Linux will be an advantage).

• Ensure environment readiness and stability, including configuration validation, patching, and dependency management.

• Perform system health checks and proactive monitoring to prevent application issues.

• Manage and validate application dependencies, including services, permissions, certificates, scheduled tasks, and environment configurations.

• Support application security and encryption components, including certificates, key stores, and secure key integration.

Incident & Field Support (Production Support)

• Provide on-site and remote support for production systems, ensuring timely incident resolution.

• Perform real-time troubleshooting of application issues across Windows OS, networking, and system connectivity.

• Analyze logs and monitoring alerts to diagnose and resolve incidents efficiently.

• Conduct root cause analysis (RCA) and implement fixes or structured escalation with detailed diagnostics.

• Coordinate with cross-functional teams to resolve critical production issues.

• Communicate clear incident updates, including impact, risks, and recovery actions
  

Deployment Automation & DevOps Support

• Support and execute application release and deployment activities, including validation and post-deployment checks.

• Develop, maintain, and execute Ansible playbooks for automated and repeatable deployments.

• Troubleshoot deployment failures and environment inconsistencies.

• Collaborate with development and DevOps teams to improve deployment processes and operational readiness.

• Contribute to automation initiatives to reduce manual effort and increase reliability
  

AI Tools & Operational Improvement

• Leverage AI-enabled tools to enhance troubleshooting, log analysis, documentation, and knowledge retrieval.

• Contribute to automation and AI-driven initiatives to improve support efficiency and reduce manual operations.

Requirements:

• Degree in IT, Computer Engineering, Computer Science, Software Engineering, or a related field

• Minimum 4 years of relevant experience in software development, application support, infrastructure operations, DevOps support, or similar technical roles

• Strong hands-on experience with Windows Server environments, particularly in application deployment and troubleshooting

• Experience in CI/CD, DevOps practices, and release management, with the ability to improve deployment reliability.

• Proven hands-on experience in Ansible, including: creating, maintaining, executing Ansible playbooks & troubleshooting deployment and automation issues

• Strong in Windows: services, Event Viewer, IIS, PowerShell

• Strong troubleshooting skills across:
  - Application, OS, and infrastructure layers (CPU, memory, disk, network, services, deployment issues).
  - Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, routing, firewall rules, VPN, and connectivity troubleshooting.
  - Strong scripting and query skills (e.g. PowerShell, SQL)

• Good knowledge of relational databases, including Oracle, MariaDB, and MySQL

• Experience with tools such as: Datadog, Grafana, VMware, Docker, AWS, Azure
  

Other Information:

• Working Location: One North

• Working Hours: Monday - Friday, 9am - 6pm

• Able to travel to regional production sites when required.

• Perform rotating standby support from 8:00 AM to 4:00 PM SGT, approximately once every three weeks, inclusive of weekends.