Support and Maintenance Engineer - Bahraini National

Thales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems. JOB OBJECTIVE As a Support and Maintenance Engineer working with the Thales project support team in Bahrain, you will be responsible for ensuring efficient and timely support and maintenance of Thales implemented eID solution to provide and sustain operational excellence. Roles & Responsibilities

• Answer calls, provide appropriate solutions to customer issues within agreed timelines, and ensure their satisfactory closure.
• Resolve technical issues resulting from day-to-day operation of the system and take actions that are in line with the strategic goals of the company including escalating to the L3 team, if needed.
• Remaining highly organized and meeting deadlines.
• Ensure accurate historical incident data storage with quick access for problem solving.
• Log system details to assist in generation of weekly, monthly, and quarterly technical activity and KPI reports.
• Provide offsite support, out-of-hours support and weekend events when required.
• Execute periodical preventive maintenance operations on the deployed solution and the personalization printers to have the most uptime as per SLA. This includes:
• Application of business processes for card printer maintenance (wear & tear of all mechanical moving parts, alignment of the parts, cleaning of the card path mechanism).
• Application of business processes for personalization system maintenance (production monitoring, back-up and administrative processes, Test card production).

Provide remedial maintenance on the deployed solution in compliance with SLA. This includes:

• Optionally: Level 1 defect management on card printer, cards, and SW bugs.
• Level 2 defect maintenance for card printer, personalization system and HSM.
• Engage in deployment of appropriate development projects and solution evolutions, including integration and software acceptance before site deployment.
• Train customers and other Thales team members on the solution and technology whenever required.

Work Experience Requirements

• Proven experience as a support and maintenance engineer, with a minimum of 7 years of experience in managing support and maintenance of card personalization equipment and solutions, distributed systems, servers, and workstations.
• Working knowledge on different card personalization equipment and solutions in the market from different competing vendors.
• Good knowledge and experience on different kinds of identity-based cards which are used in card personalization systems and their characteristics (physical, electrical, communication and security).
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues in a distributed environment involving card personalization equipment and applications.
• Good understanding of latest version of Windows OS, configuration, and troubleshooting on both servers and workstations.
• Good written and verbal communication, and high level of personal integrity.
• Working knowledge on Database (MSSQL, MYSQL, Oracle) will be an added advantage.

Qualification, Certification & Educational Requirements

• You must have a diploma in electrical/electronics/mechanical engineering.
• Certification for being trained on leading card personalization printers.
• Certifications in Microsoft technology will be an added advantage.
• You must be fluent in English. Knowledge of Arabic will be an added advantage.
• Strong communication and interpersonal skills are necessary, with the ability to work effectively in a team environment and customer oriented.

Desirable Technical Skills

• VMware infrastructure.
• Storage and SAN.
• Backup solution.

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!

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