Job Description

Location: Ottawa, Canada

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.

Position Summary:

This is a hybrid position located in Ottawa and in the office 3-4 days a week.

This position requires direct or indirect access to hardware, software or technical information controlled under the Canadian Export Control List, the Canadian Controlled Goods Program, the Canadian Industrial Security Program, the US International Traffic in Arms Regulations (ITAR) and/or the US Export Administration Regulations (EAR). All applicants must be eligible or able to obtain authorization for such access including eligibility to the Canadian Controlled Goods Program and able to obtain a Canadian Enhanced Reliability security clearance.

We are looking for a Support and Repair Technician to join Thales in Ottawa, Ontario.

The Support Technician will provide first line technical support for internal and external customers. They will also provide hardware service support in the Ottawa. The successful candidate will require an aptitude for working with hardware/applications/systems to undertake analysis, diagnosis and resolution of customer issues associated with our document and biometric solutions. The issues will range from straightforward to more complicated technical problems. There is also some administration duties within this role.

To expand the Support and maintenance team, inside our Global Technical Services Group, we are looking for a passionate Technical Support Specialist.

Essential Functions / Key Areas of Responsibility

Act as a proactive member of the global support team.

Receiving, logging and managing issues in the designated Support Tracking system.

Working on 1st line troubleshooting hardware or software issues related to Thales Document and Biometric reader portfolio.

Escalate unresolved calls to 2nd, 3rd and 4th line support teams.

Liaise with the Hardware R&D team to understand fault trends.

Take ownership of assigned tasks, follow up the status of problems if/when escalated proactively seek feedback from the wider support team.

Maintain appropriate spare part levels to meet demands.

To maintain a high degree of quality workmanship.

Basic Qualifications

3 to 5+ years of experience in hardware/software Service and Maintenance experience is essential.

Must be fluent in English, business level comprehension of any other languages would be beneficial.

Preferred Qualifications

5 to 7+ years of experience in hardware/software maintenance and troubleshooting activities.

Bachelor\xe2\x80\x99s degree in Hardware/Software/Computer Science related subject.

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Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

Thales