Technical Support Specialist
hace 2 meses
As a Support & Maintenance Engineer at Thales, you will be part of a team that architects identity management and data protection solutions at the heart of digital security. Our technologies and services help banks exchange funds, people cross borders, energy become smarter, and more. You will be involved in tier II application support for incidents, problems, change, and solution management. Your responsibilities will include managing a case load, diagnosing and solving technical issues, detecting and investigating defects, and working closely with other teams to improve customer satisfaction.
Key Responsibilities:
- Manage case load (full escalations and requests for assistance).
- Diagnose and solve technical issues at 2nd level and where needed, escalate to other support teams as required.
- Detect, investigate, recreate, and raise defects. Track incidents and defects through internal systems and turn around fixes for Production issues.
- Set up environment to reproduce issues and test potential workarounds, develop ad-hoc solutions to address issues as workarounds.
- Write and review technical documents for internal and public use.
- Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction.
Qualifications & Experience:
- Bachelor or Master's degree in Computer science, electronics engineering, Telecommunications engineering, Industrial engineering, or related fields.
- At least 3 years of experience working in support roles for IT projects or similar positions managing II tier incidents.
- IT knowledge, Operating systems such as Windows/Linux, Databases, and web services configuration.
- Fluent in Spanish and English (B2).
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