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End User Support Engineer

Thales

Glasgow, United Kingdom

Thales technology makes it possible for two thirds of planes to take off and land safely. Thales also protects 80% of the world’s payment card transactions and is Europe’s number one supplier of defence electronics. Beyond that our people have made London’s Jubilee and Northern Lines 20% more efficient and have delivered more than 300 air defence radars in 26 countries. We’re a leading name in our markets and a diverse, constantly evolving organisation. Join us.

Primary Purpose of the Role:

This role is within the IS proximity services team, supporting the Desktop, Server and Network IS infrastructures, covering approximately 650 users at Thales Glasgow. The role is to provide on site support, working in partnership with central support teams based in the UK Service Centre.
The Glasgow site is one of the key sites for Thales UK, and therefore there will be daily contact with site based users and visitors from other Thales sites. It should be expected that the role will be user facing and within a very demanding environment. It will be representing the level of services that Thales IS can provide and so a high level of professionalism and flexibility will be required.
Flexibility to occasionally work outside of normal working hours, including weekends. This role will also be part of the rota for providing on call support for the site.
At times there will also be requirements to travel to other sites within the area to assist support at that site.

Principal Relationships:
 UK Service Centre and associated Central Support teams
 Activity Control Team
 Change, Incident and Problem Management teams
 Central Asset Management team
 Wider Proximity Support teams
 External Hardware providers
 External Software providers
 Office Management Company (Currently Vinci)

Key Responsibilities and Tasks:
 Provide first, second & third line support to user calls, assigned via the UK Service Desk to site. This includes the resolving of incidents up to priority one level and handling service requests from basic administration to complete user IT relocation projects. Call notes to be kept up to date. Build and deploy desktop / laptop machines in line with Thales build standards using automated and manual processes as necessary.
 Provide basic Windows server support at site, including backup and restore services.
 Provide basic Local Area Network support.
 Provide support for Video Conferencing and other AV kit in meeting rooms across site.
 Assist the central support teams as required in fault diagnosis and resolution to maintain the site IS infrastructure & services.
 Adhere to Asset Management procedures, ensuring assets are fully tracked & information is maintained throughout it’s lifecycle in a timely fashion.
 Perform call resolution to the contractual Service Level Agreement (SLA), monitored by Key Performance Indicators (KPI) and call targets.
 Ensure appropriate support is provided within contractual support hours. However a flexible attitude to work hours is expected and may require evening and weekend work on occasion.
 Be part of the On Call support rota for the site.
 Attend other Sites within the area as required to assist in support duties.
 Support your team leads and respect decisions that are made
 Look to improve local procedures were ever possible
 Carry out any other duties as requested.

Skills
Essential
 Strong technical knowledge of Windows Desktops and the ability to resolve problems
 Good knowledge of Windows servers and backups
 Good knowledge of local area network infrastructures
 To have the ability to work individually as well as part of a team
 The ability to multi-task and prioritise workload
 To be customer focused and the ability to be able to communicate well with staff at all levels
 To be self motivated with willingness to exercise initiative
 Knowledge of Smartphones and VPN/4G support

Experience:
Essential
 Experience within IT industry in a customer facing capacity in a technical role

Qualifications:
Desirable
 Degree level preferred but not essential
 ITIL Foundation


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