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Support & Maintenance Engineer

ID de la oferta R0092600 Fecha de publicación Mar. 20, 2020 Lieu: Singapur, Central Singapore Community Development Council, Singapore
Full time, Regular Employee
Location: Singapore, Singapore

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Thales in Singapore has been present since 1973, providing state-of-the-art solutions for customers in the aerospace, defence, security and transportation markets. Today, Thales in Singapore employs over 600 people and is home to all regional avionics services, a ground transportation integration centre, and regional innovation hub.

As a Support and Maintenance Engineer with the Identify and Biometric Solutions (IBS) team, you will guarantee the customers’ satisfaction and loyalty by assisting them in Thales IBS solutions operations. You will also ensure the support and the availability of the delivered solutions, respect the contractual commitments

A week in the life of a Support and Maintenance Engineer:

Ensuring support level 1:

  • Collect the Customers Support Requests (CSR), record them, validate and update (using phone assistance) the necessary information and, if necessary, update Incident Severity
  • Provide initial analysis and investigation of incidents relate to the implementation of the product, referring to technical documentation and knowledge database within a limited defined time-frame
  • Provide an action plan to solve the problem with a temporary work around or a complete solution developed within Thales IBS or Licensee’s support organization
  • Undertake an escalation procedure if no solution has been found at this stage
  • Non-office hours on-site work or remote support during non-business hours is required on ad hoc basis.
  • Work in customer premises.

Ensuring support level 2:

  • As a follow-up of Support Level 1, establish in-depth analysis and incidents investigation related to the implementation of the Thales IBS Solution
  • Suggest the appropriate procedure to solve the problem
  • Provide written detailed status and recommendations
  • If necessary, undertake a change request procedure to implement a modification in the next patch or release
  • Perform all options defined in the contract (preventive maintenance, call reviews)
  • Help Sales team to retrieve relevant statistics on the platform for future deals
  • Coordinate between different actors: suppliers, R&D, Delivery Center


  • Candidate should possess at least a Degree in Computing, Network or IT related fields
  • Candidate should possess at least 5 years of experience in the computing field, of which 2 years to be in the support and maintenance domain
  • Travel to customer sites located regionally is required for this role
  • Knowledge in the following would be an added advantage: Network architecture, LDAP, Windows OS, Oracle, Tomcat, PKI, smartcard and personalization card

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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  • Atención al cliente, Singapur, Central Singapore Community Development Council, SingapurBorrar