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Support & Maintenance Engineer

4 months ago

Riyadh, Saudi Arabia Thales Full time

Location: Riyadh, Saudi Arabia

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.

We have been present in Saudi Arabia for 40 years and with over 600 employees to date, we are growing rapidly. Together we are delivering our signalling, control and train protection systems for the North -South Railway (NSR), the longest system of it’s kind in the world. Together we are key suppliers of In-flight entertainment and connectivity systems as well as air traffic management solutions in Saudi. We are making Saudi Arabia a safer place by securing the country’s critical infrastructure and e-security solutions that secure the country’s electronic payment systems. Thales has been selected to supply major electronic systems for air defence and the Group also supplied communication and optronic systems for the Army, the Saudi Arabia National Guards and the Air Force.

**ROLES & RESPONSIBILITIES**
- Handle the Operation, Support and Maintenance of the various components in the issuance solution
- Work with the customer support and operation teams and solve any tickets and issues reported by the customer
- Respond to incidents in a timely manner and close any tickets with respect to SLA times for response and resolution
- Data collection and reporting to the management and the customer, periodically and on demand
- Perform system health checks and update the status to the team and customer if required
- Validate and deploy new software releases
- Monitor the system in proactive manner and foresee any possible issues along with proposing solution
- Perform preventive maintenance on the system
- Perform the tasks assigned by the support manager or team leader
- Obtain the support manager approval prior to disclosing any information, agree or disagree any issues with the client given the sensitivity of this support role
- Ensure all support incidents and their resolutions are well documented in the local support portal.

**WORK EXPERIENCE REQUIREMENTS**

At least 5 years of experience working in enterprise projects in similar role

**QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS**

Degree in Computer science/engineering or related field

**PREFERRED SKILLS**
- **Fluent in English (Written and Oral)**:

- **excellent communication skills**:

- **Software development or support experience in enterprise technologies (J2EE,.NET, Web services)**:

- **Experience in SQL development, Oracle experience is preferred**:

- **IT capabilities & knowledge (Windows, Linux)**:

- **Basic scripting knowledge (DOS, Power Shell, Bash)**
- **Nice to Have**:

- **Experience in Smart Card technology, personalization & cryptography concepts**:

- **Basic knowledge in computer networks**:

- **ITIL certified