Support & Maintenance L2.5

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 billions 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.
At Thales, we’re looking for a Support Engineer L2.5 to join our team in Colombia. You’ll be the bridge between our local L2 partners and Thales L3 specialists, helping customers resolve technical issues while working hand in hand with analysts, developers, testers, and project managers.
What you’ll do
Manage your case load (full escalations and requests for assistance), diagnose and solve second-level technical issues, and escalate to other support teams when needed
Detect, investigate, reproduce, and raise defects, track incidents through internal systems, and develop workarounds (scripts or code) for production issues
Write and review technical documentation (knowledge documents, support plans, and technical advisory bulletins) for internal and public use
Support delivery teams with implementation tasks (system configuration, validation, etc.)
Take part in on-call (after-hours) shifts, based on company policies
What you bring
Bachelor’s degree in IT, Software Development, Electronics, or a related field
Fluent Spanish and English (Portuguese is a plus)
Experience with ITSM tools and ITIL 4 processes
Good knowledge of Windows and Linux operating systems
Web services configuration and troubleshooting (REST/SOAP)
Basic knowledge of databases and SQL queries (MS-SQL and Oracle)
Knowledge of administration and configuration of: Fortinet firewalls, Data Protector backup, PowerShell, VMware, Aruba products, HPE storage, Windows Server and SCCM, and KEMP load balancing
Strong customer service skills: persuasive and assertive, always with a professional demeanor
Bonus points
Solid knowledge of application troubleshooting, networking, backup/restore, network and application monitoring software, storage, tape libraries, and virtualization
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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!