Technical Support Engineer
Thales Transport & Security (Hong Kong) Limited
- Company Industries：Information Technology
Job Information
- Post Date：2022-06-27
- Career Level：Senior
- Location：Mong Kok
- Yr(s) of Exp：5 years
- Qualification：Degree
- Employment Type：Full Time
- Job Function：Information Technology (IT) Technical / Functional Consulting
- Benefits：Dental insurance, Medical insurance, Performance bonus, Five-day work week, Flexible working hours
Job Description
The role
As a Technical Support Engineer you will provide technical support to customers, answering complex questions on function and usage of product via telephone, email, and/or internet. You will serve as a post-sales support liaison between company and customer and if needed, would be required to support pre-sales issues encountered during Proof of Concepts. You will convey customer feedback to the Client Services Product Champion and product development staff. You must possess thorough knowledge of Thales’ encryption products and services used by customers. You will be responsible for managing customer expectations, project deliverables, and providing cross functional escalation and communication during the lifecycle of a customer incident or service request
Responsibilities
- Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
- Advise customers, work to diagnose customer issues with Thales Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
- Recommend solutions and workarounds to known problems and advise customers on how to apply the solution or workaround.
- Provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.
- Identify and document issues consistently and clearly using group tools.
- Support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.
Requirements
- Bachelor’s degree in Engineering, Computer Science, or equivalent experience.
- To succeed at this job, you must have an understanding of encryption and cryptographic key management with experience using them to protect sensitive data in database, applications, storage systems, virtualized platforms and cloud environment. You must be familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI.
- Fluent in English.
- It would be preferred if you have familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.
- Solid knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6. Basic Knowledge of programming languages (C/C++ and/or Java). Database skills (Oracle and MS SQL Server) is a plus.
Company Info
Thales is a leading multi-domestic electronics and systems group, addressing Defence and Security, Aerospace and Ground Transport markets worldwide. State-of-the-art technologies combined to the expertise of 80,000 employees in 65 countries make Thales a key player in assuring security of people, assets, infrastructures, cities and nations.
Present for over 30 years in China and strong of its 800 people working across the country, Thales has become a trusted partner to local customers in the aerospace, space and urban transportation domains.
Committed to the long-term in Hong Kong, Thales enjoys a presence since 1997 and 395 staff, including 330 in transportation systems and 65 in information technology security. A large proportion of them are specialized engineers, which reflects the high level of competences required to deliver against complex multidisciplinary projects. This concentration of capability, products, and services means effective solutions can be delivered to our customers in Hong Kong, Mainland China and throughout the region.
ACTIVITIES
Thales Hong Kong local capabilities encompass solutions and services in the transport and security domains.
Mobility systems are designed to make transport more agile, optimise network capacity and efficiency, and facilitate travel while improving people and traffic flows, saving energy and curbing greenhouse gas emissions. Our portfolio covers such solutions as communication-based train control and signalling systems, integrated communications and supervision systems and revenue collection systems.
Security solutions cover such areas as citizen protection, anti-terrorism, protection of critical infrastructure and information technology security (ITS). Specifically, our ITS offer encompass network encryption, data storage security for data, transaction security, PIK/Password/PIN/Data encryption, security system management and identity management.
Based on this comprehensive portfolio, we are now developing smart city platforms, which enable closer integration of these solutions and other systems to coordinate day-to-day operations, plan and manage major events and provide high-level oversight in crisis situations.”
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