Support Engineer - Bogota, Colombia - Thales

Thales

Empresa verificada

Bogota, Colombia

hace 2 semanas

Publicado por:

Carolina González

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Descripción

Thales 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.

Main Responsibilities:

Manage case load (full escalations and requests for assistance)
Diagnose and solve technical issues at 2.5 level and where needed, escalate to other support teams as required.
Detect, investigate, recreate and raise defects. Track incidents and defects through internal systems and turn around fixes for Production issues, set up environment to reproduce issues and test potential workarounds, develop adhoc solutions (e. g. scripts, coding) to address issues as workarounds
Write and review technical documents (Knowledge Documents, Support Plans, Technical Advisory Bulletins) for internal and public use, leverage opportunities for continuing education
Work closely with other Systems Analysts, Developers, Testers and Project Managers to improve customer satisfaction
Assist delivery teams with project implementation tasks (system configuration, validation, etc)
Availability to perform oncall (after hours) shifts.

Required Skills and Experience:

Bachelor's Degree in IT, Software development, electronics or similar
At least 5 years of of IT related experience
Fluent in English
Intermediate knowledge of operating systems (Windows and Linux)
Web Services configuration/troubleshooting (REST/SOAP)
Notions of Databases and SQL queries (MS-SQL and Oracle)
Customer service skills, persuasive/assertive while maintaining a professional demeanor
IT Knowledge:
Firewall Administration & configuration (FortiNet)
Backup administration & configuration (Data protector)
PowerShell knowledge
VMware configuration
SQL (Oracle)
Aruba products configuration
Storage Management (HPE)
Windows Server and SCCM
Load balancing knowledge (KEMP)