L1 Support Engineer

OPERATIONS AND SUPPORT ENGINEER - LEVEL 1

The candidate will part of the L1 Operations and Support, in charge of providing Tier I technical support and incident management for hosted and managed services. This is a global team that delivers 24/7 support and incorporates service monitoring to meet the requirements of customer service level agreements.

A week in the life of an Operations and Support Engineer L1:

• You will establish and maintain contact with customers for request and incident management.
• You will deliver Tier I technical support for customers on hosted and managed services and escalate critical issues to Tier II support.
• You will provide service monitoring and associated predefined actions on hosted and managed service and escalate to Tier II as needed.
• You will support recurring service operations on hosted and managed services.
• You will participate to the handover from set-up to production by reviewing service documentation and monitoring testing and internal tools.

Service support COS:

• Manage Incidents/Service requests within SLA, tracking SLA and taking actions in case of deviation.
• Ensures the incident are acknowledged, investigated and resolved as per contract agreement:
• Response time (MTTA)
• Resolution time (MTTR)
• Cloud Base Solution offers (AWS, GCP, Docker, Kubernetes...)
• Monitoring tools (Datadog, Splunk, Pagerduty, ...)
• Linux, networking (TCP/IP, Firewall, Load Balancer, tcpdump, wireshark...)
• Scripting (Bash, Python, Java...)

Minimum Requirements: Skills, Experience & Education

Include minimum experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, etc.

• Bachelor of Engineering (Ingeniero Técnico) or a Bachelor of Science
• 2+ years of experience in operation or support
• Working on shift to offer our customers a 24/7 service
• Good to have experience in managing Splunk App development, scripting and log management solution design
• Knowledge of ITIL and Service Delivery best practices. ITIL certification would be appreciated
• Knowledge on AWS/GCP Cloud, monitoring tools, networking, infrastructure, Linux and mobile application
• Experience in direct cooperation with international customers
• English – Able to handle a business conversation

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!