Thales is looking to recruit a Senior Technical Support Engineer to be based at the Thales UK Headquarters based in Weybridge.
Primary Purpose of the Role:
This role involves supporting the Desktop, Server and Network IT infrastructures, covering approximately 180 users. The role will have full responsibility for Desktop support, and will work in partnership with Central Teams for the support of the Server and Network infrastructures.
The role requires successful candidates to have the ability to communicate confidently with staff at all levels, must be a good team player who is flexible and able to multi task.
The Weybridge site is the Headquarters for Thales UK, and therefore there will be daily contact with users at Director level and above. It should be expected that the role will be user facing and at times a demanding environment. It will be presenting the level of services that Thales IS can provide and so a high level of professionalism and flexibility will be required.
UK Service Centre and associated Central Support teams Activity Control Teams Change, Incident and Problem Management teams Central Asset Management team Other Proximity Support teams External Hardware providers External Software providers Office Management Company
Key Responsibilities and Tasks:
Day to day responsibility for site-based team member(s) and also Regional Engineer(s) when on site. Provide first and second line support to user calls, fed via the UK Service Desk / Activity Controllers to Site. This includes the resolving of incidents up to Priority One level and handling Service Requests from basic administration to complete user IT relocation projects. Assist the UK Service Centre in user administration, including account creation and mailbox administration when required. Ensure appropriate support is provided within contractual support hours. However a flexible attitude to work hours is expected and may require evening and weekend work on occasion. Build and deploy desktop / laptop machines in line with “Desktop-on-Demand” procedures and build standards using automated (Altiris) and manual processes as necessary. Follow full Asset Management procedures to ensure the Asset Management Database (AMDB) is updated with new, changed and removed assets, ensuring changes to location, business line and user owner are amended so that the AMDB is correct at all times. Provide Windows Server support at Thales Weybridge site, providing full infrastructure, backup and restore services. Assist the Central Server and Network Teams as required to maintain server and mail support (including tape swaps and backup checks), fault diagnosis and resolution for other servers on site. Server Room: Full control of kit going in and out of room and ensuring AMDB is accurate. Provide support for Video Conferencing and other AV kit in meeting rooms across site. Carry out regular checks of Video Conferencing kit to ensure it is fully operational and reduce incidents occurring during usage. Attend other Sites within the area as required to assist in support duties. Carry out any other duties as requested.
Good knowledge of Windows Desktop, including MS Office, Windows Servers and Backup. Good knowledge of Network Infrastructure used in a support environment. Ability to be able to communicate well with staff at all levels up to Chief Executive level. Ability to balance prioritise outstanding calls against urgent requirements as perceived by the user. Have a patient and empathetic attitude when dealing and negotiating with users.
Knowledge of Smartphones and VPN/3G support desirable.
Proven experience in Desktop Support (Windows XP) in an “at the users desk” scenario. Proven experience in MS Office Support, including support of the full Office 2007 suite. Proven experience in Server Support (Windows 2000 and above). Proven experience of Server Backup software (Backup Exec and Netbackup).
- Degree level preferred but not essential
- ITIL Foundation desired
Thales UK touches all of our lives, every day. Our expertise in secure network communications safeguards as many as 3.7 billion BACS transactions, worth around £1 trillion, every year. We are a leader in onboard equipment for civil and military aircraft.
What we do
Thales UK: Aerospace
One of the world's only technology providers serving both the civilian and military markets, Thales UK is a key participant in an extensive range of major aircraft programmes. Guiding, protecting, equipping, tracking, controlling – Thales’s technology is making fixed and rotary wing aircraft of all types safer and more efficient, all around the world.
Thales UK: Defence
Thales UK provides armed forces with crucial military technology, including sophisticated Command, Control, Communications, Computers, Intelligence, Surveillance, Targeting Acquisition and Reconnaissance (C4ISTAR) systems. The aim: to provide a cohesive, rapid response capability to protect our service personnel and defend national interests.
Thales UK: Security
Thales is acknowledged as a world leader in the design and supply of mission critical systems for promoting the safety and security of people and places. From complex transport systems to powerful encryption technology, and from advanced telecoms solutions through to full flight simulators, Thales is helping make the world a safer, more secure place.
Thales UK: Transport
Transport networks around the world rely on technology and systems expertise from Thales for safety, reliability and optimised capacity. Our main markets in the UK are urban rail, mainline rail and roads, where our solutions include signalling (train control, axle counters, interlockings, train protection and warning systems, services), supervision and control, integrated communications, security and information management.
What we offer you
At Thales we provide CAREERS and not only jobs.
We value talent and provide growth paths to all depending on the individual skills and abilities to move up the ladder.
With Thales employing 68,000 employees in 50 countries and 43% of all Thales UK roles being filled via internal movements 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.
Thales UK Key Facts
Each year, Thales registers more than 300 patents A prominent retailer commissioned Thales to develop a ‘heat-sensing people counter' for use in its 400 stores 90% of all UK credit card transactions are secured by Thales Over 120,000 Thales Chip & PIN terminals have been installed across Europe Thales UK has earned 79 Queen's Awards for Technology and Export 90% of our sales are sourced from the UK 7% of our revenue is reinvested in R & D Thales has invested more than £2bn in the UK within the last 10 years Thales is the second largest defence systems supplier Thales embodies many famous companies, including Racal, Shorts Missiles, Pilkington Optronics, Redifon MEL, Thomson Marconi Sonar, Thorn Missile Electronics, Avimo, Helio and others
For over 40 years, Thales UK has played a major part in the Thales Group’s global vision to make people, property and information safer and...