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IT Support

1 month ago

กรงเทพมหานคร, Thailand Thales Full time

Location: Bangkok, Thailand

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.

Thales has been present in Thailand since the early 1990s, opening its first representative office in Bangkok in 2005. Today, Thales Thailand employs 45 people, and has numerous programmes and achievements to its name in both the civil and defence sectors. The Group is a long-term strategic supplier of defence systems for the Royal Thai Army and Navy. In aerospace, Thales plays a key strategic role, delivering country-wide solutions to Thai customers in the area of air traffic management, radars and navigation aids. Thales is supplying ground transportation solutions to the main and urban rail lines in the area of signalling and fare collection.

**SUMMARY OF THE ROLE**:
You are the second line customer contact for technical support and incident management for Biometric solutions deployed. Being part of 24x7-support team, this role includes service monitoring and managing all incidents and user service requests to guaranty customer SLA’s as per contract.

**MAIN TASKS**:

- Perform predefined health check
- Manage customer communication
- Ability to explain technical issues in easy-to-understand terms
- Coordinate the incident resolution between all stakeholders
- Verify resolution with end-users and resolve assigned Incidents o In charge of reporting and producing dashboard
- Generation of incident reports and monthly/quarterly preventive reports.
- Work under guidance of the Maintenance Lead
- Establish action plan for incident resolution
- Work both independently and as part of a wider team as required
- Manage service request and incident through Thales IBS process
- Maintain accurate and detailed Maintenance / intervention records
- Work with the Helpdesk and IVVQ teams to ensure that any required configuration changes is required
- You provide the first second technical support to customers on biometric solutions deployed.
- Determines if an incident needs to be escalated according to priority and severity of issue
- investigate and diagnose Incidents to restore failed Service as quickly as possible
- Identify Incidents for ticket analysis
- Provide customer with an answer based on findings within the knowledge in Thales IBS database
- Troubleshoot up to level 2 with support & operation guidance.
- Escalate to L3 support & operation depending on the criticality
- Monitor the incidents to ensure that the Service Level Agreement are respected Specific responsibilities
- You provide service monitoring and associated predefined actions on Biometric Solutions deployed
- Provide support for biometric solution
- Read and analyze log files
- Perform Preventive interventions to check the solution status/behavior
- Perform curative interventions to fix any reported issue
- Produce intervention reports: diagnoses, actions, recommandations
- Ensure efficient communication with both the NOC/IVVQHelpdesk teams and Operation director
- You participate to the field maintenance & Warranty.
- Coordinate with vendors for third level support to ensure the high availability of the network equipment in Thailand
- Manage change request implementations
- Review the service documentation
- Test monitoring and internal tools Review, maintain and enforce security compliance issues on all related equipment

**JOB REQUIREMENTS**

Job location and schedule
- Thailand : Bangkok / UPC [Enrollment Site]
- Require to travel within Thailand provinces
- 24 x 7 Standby / On-Call Availability (based on roaster)
- 8.30 am to 5.30 pm (base on Enrollment Site Area)

**KNOWLEDGE AND SKILS**
- Bachelor of Science in Computer Science or equivalent
- Windows Server (2016 Standard)
- Linux servers (Ubuntu/Redhat/CentOS/Oracle Linux)
- Basic TCP/IP networking
- SMTP mailing and retrieval
- Windows Process and Services Management
- Windows registry
- Network storage (NAS and SAN)
- Web servers (IIS and Apache, Jboss, Wildfly)
- Basic networking utilities: ping, telnet, netstat, snmpwalk, TCPdump
- Advanced knowledge in DHCP, DNS, ActiveDirectory, RODC, GPO
- Basic knowledge of hardware
- Basic SQL syntax and capabilities
- Authentication (password and PKI-based)
- Windows command-line operations
- Windows/UNIX permission framework (user/group/role)
- Linux Operating Systems issue debugging
- Scripting in Shell/Powershell/Ansible (Yaml)
- Centreon, Logpoint, ELK. A monitoring system (both performance and alerting)
- Know how to read event logs
- Hands-on experienc