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.
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
Thales Group is a global provider of technology solutions for customers in the aerospace, space, defense and security, and ground transportation markets.