Technical Support Specialist

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.

The Global Technical Services Group are looking for an enthusiastic Technical Support Specialist to expand the Support team in Williamsburg, Hybrid.

In this role, you will provide a range of technical support for internal and external customers. You will need an aptitude for working with peripherals and associated Software Development Kits (SDK's) to undertake analysis, diagnosis and resolution of customer issues associated with our document reader solutions. The issues will range from straightforward to more complicated technical problems.

Key Areas of Responsibility

• Function as an initiative-taking member of the global support team.
• Receiving, logging and managing issues in the designated Support Tracking system.
• 2nd and 3rd line support - troubleshooting hardware or software issues related to the Document and Biometric Reader portfolio and to be prepared to aid 1st Line support as needed.
• Escalate unresolved calls to 4th line (R&D) teams.
• Take ownership of assigned issues, follow up the status of problems if / when escalated proactively seek feedback from the end user either directly or via the 1st line support specialist.
• To maintain a high degree of customer service.

Minimum Qualifications

Special Position Requirements

Schedule : Core business hours Monday – Friday 10am – 3pm.

Physical Environment : Standard office environment with periods spent in the hardware lab for testing / investigations / validation work.

Travel : Domestic and international to meet customer needs, on average 1-2 days per month but could be in 5 days blocks.

Customer Location Based or Site Visits : Onsite support when needed but primarily Thales office based

Personal or Company / Pool Vehicle Usage

This will be inline with local HR policy's if a pool car is not appropriate then use of a personal vehicle may be needed

This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between $82,933.00 - $149,217.00 USD Annual.

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including :

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