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.

Summary Description

Be customer focal point in support projects / Perform IT support activities to solve incidents related to Thales' biometry projects / Work with support teams to coordinate the incident resolution / Work with project managers to assist in IT related tasks for project's implementations / Work with customer in their premises in some cases / Perform troubleshooting in the system to solve customer's doubts or issues.

Main Responsabilities

Manage case load (full escalations and requests for assistance)

•            Diagnose and solve technical issues at 2nd 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 ad-hoc 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 on-call (after hours) shifts

•            Periodically generate reports to customer considering the systems' metrics

                                                                                                                                                                                                         

Education,  Experience and Technical Knowledge           

Bachelors degree in Computer Science or similar1 year of directly related work experience.Fluent Portuguese, Intermediate English.

 Basic Linux, Intermediate DB/SQL Knowledge                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            

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!