Technical Service Engineer Thales
Redwood City, CA

Job Description

Technical Service Engineer

Job ID: 19000247 Location: Redwood City, California, United States

Full time, Regular Employment

As a member of the P&SD team for Government solutions, you provide remote or onsite technical support to customer reported issues or inquires, including network and system troubleshooting, deployments, monitoring, and etc.

Responsibilities include:

You resolve customer reported issues and inquiries via phone, emails, onsite, or remote access. You provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers

Adhering to SLAs (Service Level Agreements), you maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction

Where appropriate, you conduct system front and backend administration, monitoring, management, preventative maintenance, and ensure maintenance of existing operational services

You lead troubleshooting on applicable operating systems (i.e. Microsoft Windows, UNIX, Linux, and etc.) and network environments

You engage in the development, testing and implementation of new systems and solutions

Where applicable, your participate in 24X7 customer technical support

You engage with broader Gemalto team members to identify and resolve technical issues

You participate in Gemalto Quality Systems, including PLC (Product Life Cycle), SDLC (Software Development Life Cycle), CDLC (Custom Development Life Cycle), and CI (Continuous Integration)

You are responsible for executing defined processes and solutions, such as compliance to escalation procedures and customer support processes

Where appropriate, provide technical support and implementation on delivery projects