L2 Operations and Support Engineer

Location: Roma, Italy

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.

Roma hosts the commercial offices to be close to Costumer and Public Administration.

We are seeking a dedicated and skilled Technical Support Specialist capable of managing and resolving customer-reported technical issues while ensuring a high level of customer satisfaction. The role involves adhering to SLAs and collaborating with internal teams and customers to maintain and improve IT systems, with frequent onsite presence at customer locations.

Key Responsibilities:

• Handle and resolve technical support tickets via phone, email, remote access, or onsite visits, providing accurate documentation and regular status updates to internal stakeholders and external customers
• Maintain strong customer relationships through responsiveness and focus on ensuring customer satisfaction in compliance with service level agreements (SLAs)
• Perform front-end and back-end system administration, monitoring, management, preventive maintenance, and ensure operational service continuity
• Lead troubleshooting efforts on operating systems (Microsoft Windows, UNIX, Linux, etc.) and network environments
• Participate in the development, testing, and implementation of new systems and solutions
• Support 24x7 customer technical support, when applicable
• Collaborate with the broader Thales team to identify and resolve technical issues
• Adhere to Thales Quality Systems, including Product Life Cycle (PLC), Software Development Life Cycle (SDLC), Custom Development Life Cycle (CDLC), and Continuous Integration (CI)
• Execute defined processes and solutions, such as compliance with escalation procedures and customer support processes
• Provide technical support and implementation during delivery projects, where applicable
• Be available to work onsite at customer locations between 20-40% of the time (full-time onsite presence may occasionally be required depending on customer contract terms)

Requirements:

• Experience working with both business functions and technical support functions
• Systems engineering background, primarily with Windows Server environments; experience with Linux environments is highly desirable
• Strong system, network, and application troubleshooting skills; Cisco experience is desirable
• Programming/scripting experience with one or more of the following: UNIX/Linux shell scripting, Windows scripting (VBS or Batch), PowerShell
• Knowledge of SQL, Oracle, and SQL Server databases
• Ability to translate complex technical concepts into everyday language when working with internal and external stakeholders
• Good commercial acumen and competence in presenting and liaising with external parties including customers, partners, and specialist working groups
• Ability to pass rigorous background checks conducted by law enforcement agencies
• Strong written and verbal communication skills
• Fluent in English

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!