End User Support Secure Technician

End User Support Technician

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space. Your health and well-being matters to us and that's why we offer you the flexibility to do what's important to you; whether that's part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

We are currently looking to recruit an End User Support Technician to join our team in Cheadle. The purpose of this role is to assist in supporting Thales UK's IT infrastructure as a member of the End User Support (EUS) team with a focus and priority on supporting Thales UK's secure environment.

Key Responsibilities and Tasks:

• Working with colleagues as a member of the squad supporting Thales UK's secure environment to provide the best possible service for users.
• Provide local and remote 1st/2nd and occasional 3rd line support for the secure environment, working on incidents and service requests raised from the UK Service Desk.
• Incident support, diagnosis and troubleshooting of reported issues on behalf of users.
• Point of contact for any service outages or high priority incidents. Assisting in the provision of root cause analysis and troubleshooting, ensuring that all data is accurate and up to date.
• Build, deployment and support of hardware using automated tools (SCCM) and manual processes.
• Providing support for Thales UK's secure virtual desktop environment.
• Attending meetings and stand ups relating to the secure environment, highlighting ongoing and upcoming planned work ensuring clear visibility to EUS.
• Maintaining existing knowledge base articles and creating new ones as needed.
• Working with and assisting the local EUS squad supporting the wider Thales UK IT environment.
• Ensure appropriate support is provided within contractual support hours (37 hours total - 8hrs Mon to Thu and 5hrs Fri). However, a flexible approach is expected as the role may require occasional evening and weekend work. There might also be a requirement for on-call if needed.

Qualifications, Experience and Skills:

• Experience in an IT support role, providing assistance to users both in person and remotely. Skilled in diagnosing issues and quickly finding effective solutions.
• Experience supporting desktop/laptop environments covering Windows 11, Windows 10 and Office applications. Skills with engineering and bespoke applications desirable.
• Exposure to working in secure or restrictive IT environments highly desirable.
• Focus on team work, working closely with colleagues locally and at remote locations as required.
• Ability to prioritise and action calls in busy environment and to take on work delegated by central Service Desk.
• Capability to interact with users at all levels including senior VIPs. Resilience to challenging feedback and able to show sympathetic but firm and positive responses.
• Ability to identify and suggest where team and processes could develop and enhance levels of service to users and IS internally.
• Highly flexible attitude is required with the ability work independently, seek out work and take on tasks.
• UK nationality required due to need for security clearance.
• Knowledge of the following: Desktop support (Windows 11 / Windows 10 / Office), Fault-Finding and Troubleshooting skills, User Administration, SCCM, Bitlocker, VMware/Omnissa Horizon, Active Directory, Software Installation, Laptop/Desktop builds

Desirable:

• Automation tools (such as SCCM)
• Virtual Desktop Environments
• Network patching and Cable Tracing
• Hardware Installation/Troubleshooting
• iOS / Android / Phone Support
• Good knowledge of – IP, WINS, DHCP, DNS, Group Policy etc.
• Multifactor authentication (MFA) experience

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process.