Job Description

Location: Noida Berger Tower, IndiaThales 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.Present in India since 1953, Thales is headquartered in Noida, Uttar Pradesh, and has operational offices and sites spread across Bengaluru, Delhi, Gurugram, Hyderabad, Mumbai, Pune among others. Over 1800 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in Indias growth story by sharing its technologies and expertise in Defence, Transport, Aerospace and Digital Identity and Security markets.Position SummaryThis is an exciting opportunity to join a growing Global Support Organization and provide World class Support for all Thales products.Thales e-Security is a leading global provider of data protection solutions with more than 40 years experience securing the worlds most sensitive information. Our customers businesses, governments, and technology vendors with a broad range of challenges 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 todays traditional, virtualized, and cloud-based infrastructures, Thales is helping organizations reduce risk, demonstrate compliance, enhance agility, and pursue strategic goals with greater confidence.Position ScopeWe are looking for a Technical Support with strong communications (written/verbal) and troubleshooting skills to support the Thales e-Security products globally. The ideal candidate will have proven record of accomplishments and hands on experience with supporting complex customer integration with a combination of hardware and software componentsThe successful candidate will demonstrate skills in dealing with all levels of customer support queries submitted by internal or external customers.In this role, you will ensure total management of all logged tickets in a timely manner and with proper recording and status tracking in our helpdesk system and within agreed SOPs and contractual SLAs. You will liaise directly with external customers, via phone, email, or portal to carry out an initial analysis of hardware, software and network related problems.Key Responsibilities and Tasks

• The candidate will work with our customers to quickly investigate, evaluate and successfully resolve technical problems providing customers with technical assistance to resolve technical faults as far as possible, at the first point of contact.
• Diagnose complex hardware, software and network related problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified, the candidate will work closely with our engineering and CLAB teams, to escalate 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 optimizing Thales products, to ensure that services are running effectively.
• Maintain and improve the support incident management software and database.
• If required assist with customer on-site installations and training as required by Pro Services or Support management.
• Given the critical nature of the customer issues ed, some after-hours/weekend work will be required. Pparticipation in the 24 x 7 telephone support rota is mandatory for this position
• Assist internal and field teams as needed for resolving questions and Vormetric issues.
• Serve as a Thales product support expert who will work closely with other department as requiredto facilitate training on new product and features and maintaining a database of training videos for support review.
• Work closely with our engineering and product management teams to communicate customer needs, issues, and trends to successfully use Thales products.
• Identify and champion product enhancement requests as customer advocates.
• Create knowledge and support articles, webinars, white papers, and other materials that help customers use Thales products.
• Ability to travel (both domestic and internationally) at approximately 10% to 25%
• Other duties as assigned

Technical Knowledge/Skills & Experience RequiredEssential:

• Extensive customer exposure by phone, email and face to face
• Expert Knowledge of System Administration of Unix/Linux operating systems, specifically Solaris, RedHat Linux, and AIX
• Excellent verbal and written customer communication skills required to handle critical customer issues.
• Strong interest in solving complex technical problems
• Strong interpersonal skills and the ability to communicate at all levels in the spoken and written.
• An understanding of the importance of customer satisfaction when providing support and a desire to exceed the customer expectations.
• Work with the Technical Support team to maintain and continuously improve the Support test environment.
• Participation in the 24 x 7 telephone support rota schedule.
• Familiarity with clustering technologies such as: VERITAS VCS, IBM HACMP, HP Serviceguard, MSCS (Microsoft Cluster Service)
• Understanding of cryptographic principles and concepts public key exchange, digital signature and data communications, TCP/IP/SSL/TLS/HTTPS
• Solid networking experience with a back ground in TCP/IP networks required

Educational Requirements

• Bachelors degree in Computer Science /Engineering or technical field or equivalent experience.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries 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. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

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