EMEA Technical Support Engineer

Job description

Thales protects 80% of the world's banking transactions as well as safeguarding the biggest names in technology. We're a leading force in cyber security, both in the UK and globally. And to keep our customers' information and communications safe and secure in this constantly shifting, immensely challenging sector, we need to excel, evolve and invent. That's why we only want to work with the brightest, most ambitious minds in our industry. That's why we want to work with you.

Thales e-Security has an exciting opportunity for a Support Engineer at our office in Cambridge. In these roles, you can work in a dynamic and innovative team that has been nominated as the European Customer Support Team of the year.

Join us in a business that underpins so much of the world's exciting technology. Thales e-Security is a leading global provider of data protection solutions with more than 40 years' experience securing the world's most sensitive information. Our customers - businesses, governments, and technology vendors have a broad range of challenges and they use Thales e-Security products and services to improve the security of applications that rely on encryption and digital signatures.

By protecting the confidentiality, integrity, and availability of sensitive information that flows through today's traditional, virtualised, and cloud-based infrastructures, Thales is helping organisations reduce risk, demonstrate compliance, enhance agility, and pursue strategic goals with greater confidence.

This is a fantastic opportunity to work in a growing market for a company in the top position in the world. You'll work in a varied role, learning about operating systems, coding, APIs and cryptography, with the prospect to progress through the company. Having recently acquired Vormetric, this really is an exciting time to be making your next career move to Thales e-Security.

Scope of the role

In this role you will be providing support for all Thales products across our Europe, Middle East and Africa region. You will ensure that any 1 st and 2 nd line customer support queries coming from internal or external customers are dealt with in a timely manner and recorded in our helpdesk database and within agreed service levels. You will liaise directly with customers to carry out an initial analysis of hardware, software and network related problems and you'll replicate issues as required, before liaising with our global engineering teams to find a resolution, while keeping customers fully informed of the progress of their issue.

You will assist customers with product configuration; liaise with multiple teams within the UK and overseas, to improve service relationship; monitor, maintain and continuously develop the technical support database and fulfill requests for documentation and other product related queries.

Your Responsibilities and Tasks

· You will investigate and evaluate technical problems providing customers with technical assistance to resolve technical faults as far as possible, at the first point of contact.
· Diagnose hardware, software and network related problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified calls will be escalated to engineering teams as appropriate.
· Logging and then transferring non-technical service issues to relevant teams (such as internal sales, operations, customer services and sales order processing), assisting with Customer Support related admin tasks, when required.
· Provide advice on configuring and optimising Thales products, to ensure that services are running effectively.
· Provide customers with downloads of software upgrades, product keys, licenses and documentation as permitted by their maintenance contract.
· Maintain and improve the support case management software and database.
· Carry out on-site installations and provide customer training.
· Participation in the 24 x 7 telephone support rota is required when judged able to do so.
Skills

Essential:

· Extensive customer exposure by phone, email and face to face
· Good knowledge of some or all of the following operating systems: Unix and Linux (specifically Solaris, RedHat Linux, HPUX, and AIX); Windows
· An interest in solving technical problems
· Strong interpersonal skills and the ability to communicate at all levels in the spoken and written Desirable:

· Some experience of on-site customer support.
· Good knowledge of IP networking
· Familiarity with clustering technologies such as VERITAS VCS, IBM HACMP, HP Serviceguard Any knowledge of:

· Databases, specifically Oracle, Sql Server, Informix, DB2
· Programming in Java or C
· Cryptographic APIs such as PKCS#11, JCE, CNG
· PKI and Windows PKI related products
· OpenSSL

Experience:

· Previously worked in a Technical Helpdesk and or Desktop support role.
· You should have strong interpersonal skills and the ability to communicate at all levels in the spoken and written word.
· Self-motivation, the flexibillity to work outside core hours and the ability to work under pressure are vital.
· Excellent written and verbal communication skills.
· Functional use of MS Office; Outlook, Word, Excel, PowerPoint and the ability to learn and utilise support tools and databases.

You must be eligible to obtain SC clearance, which requires that you have been resident in the UK for at least 5 years.

*LI-RD