Technical Support Specialist (Information Technology)
Location: Williamsburg, United States of AmericaThales 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.
Williamsburg, Hybrid
To expand the Support team, the Global Technical Services Group are looking for an enthusiastic Technical Support Specialist.
In this role, you will provide a range of technical support for internal and external customers. You will need an aptitude for working with peripherals and associated Software Development Kits (SDK's) to undertake analysis, diagnosis and resolution of customer issues associated with our document reader solutions. The issues will range from straightforward to more complicated technical problems.
Key Areas of Responsibility
Function as an initiative-taking member of the global support team.
Receiving, logging and managing issues in the designated Support Tracking system.
2nd and 3rd line support - troubleshooting hardware or software issues related to the Document and Biometric Reader portfolio and to be prepared to aid 1st Line support as needed.
Escalate unresolved calls to 4th line (R&D) teams.
Take ownership of assigned issues, follow up the status of problems if/when escalated proactively seek feedback from the end user either directly or via the 1st line support specialist.
To maintain a high degree of customer service.
Minimum Qualifications
An eye for detail, but pragmatic and flexible in approach to suit project needs.
Excellent logical analysis skills and problem solving.
Willing to work to different time zones occasionally.
There will be travel requirements to provide onsite support on an ad-hoc basis. Expected to be around 10% of time once appropriate training has been provided.
A tenacious, dynamic team player with a passion for technology.
Excellent communication skills and telephone manner.
Excellent organizational skills
Degree in a related subject matter, preferably Computer Science.
5 years previous IT Service Desk and/or Call Centre experience ideal.
Must be fluent in English both written and spoken.
Strong knowledge of Microsoft based operating systems.
Will be an initiative-taking achiever who gains satisfaction from providing excellent customer service.
Special Position Requirements
Schedule: Core business hours Monday – Friday 10am – 3pm.
Physical Environment: Standard office environment with periods spent in the hardware lab for testing/investigations/validation work.
Travel: Domestic and international to meet customer needs, on average 1-2 days per month but could be in 5 days blocks.
Customer Location Based or Site Visits: Onsite support when needed but primarily Thales office based
Personal or Company/Pool Vehicle Usage: This will be inline with local HR policy's if a pool car is not appropriate then use of a personal vehicle may be needed
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This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.
The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between
Total Target Cash (TTC): 82,933.00 - 112,578.00 - 149,217.00 USD AnnualThis reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee's career path history, competencies, skills and performance, as well as the company's annual salary budget, the customer's program requirements, and the company's internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant's status protected by local, state, or federal law.
(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point)
Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:
•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
•Company paid holidays and Paid Time Off
•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program
