End User Support Technician

End User Support Technician

Location: Crawley, United Kingdom

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, transportation, 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.

Thales technology makes it possible for two thirds of planes to take off and land safely. Thales also protects 80% of the world's payment card transactions and is Europe's number one supplier of defence electronics. Beyond that our people have made London's Jubilee and Northern Lines 20% more efficient and have delivered more than 300 air defence radars in 26 countries. We're a leading name in our markets and a diverse, constantly evolving organisation. Join us.

We are currently looking to recruit an End User Support Technician to join our office in Crawley. The role will assist the support of the IT infrastructure covering around 2500 users in a multi-network environment providing desktop support services.

Key Responsibilities and Tasks:

• Provide desktop support (2nd/3rd Line) to user calls, fed via the UK Service Desk / Activity Controllers to EUS staff. (Includes the resolution of incidents up to Priority One level and handling Service Requests from basic Laptop/desktop builds to entire user IT relocation projects).
• Build / rebuild and deployment of desktop / laptop machines in line with "Desktop-on-Demand" procedures and build standards using automated tools (SCCM) and manual processes as necessary.
• Ensure appropriate support is provided within contractual support hours (the minimum hours per week will be 37 – (8hrs Mon to Thu and 5hrs Fri). However, a flexible attitude to work hours is expected and may require evening and weekend work on occasion. The candidate should be available for on-call if required.
• Incident support and troubleshooting of any reported issues raised by a UK based service desk on behalf of users.
• Support and deployment of Smartphone's - iPhone and Android.
• Support and cover a kiosk-based support solution to troubleshoot IT requests at a drop-in centre based in Templecombe giving the customer flexibility for the support provided.

Qualifications, Experience and Skills:

• Experience working in an IT support environment working directly with users in face-to-face situations. Ability to diagnose faults and think on their feet to find a solution.
• Experience with desktop/laptop environments covering Windows 11, Windows 10, Office applications. Skills with engineering and bespoke desktop applications desirable.
• Ability to interact with users at all levels including senior VIPs. Resilience to challenging feedback and able to show sympathetic but firm and positive responses.
• Teamwork focus, able to work with teams located at other remote sites as required.
• Ability to prioritise and action calls in busy user environment and to take on work delegated by central Service Desk
• Ability to identify and suggest where team and processes could develop and enhance levels of service to users and IS internally
• A highly flexible attitude is required where the ability to take on tasks and travel to other sites in the region at short notice is needed.
• Knowledge of the following: Desktop Support experience (Windows 11 / Windows 10), Fault-Finding and Troubleshooting skills, User Administration, Cisco AnyConnect support, SCCM, Bitlocker, VMware Horizon, Active Directory, Software Installation, Laptop / Desktop / Virtual desktop builds

Desirable:

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

Security Clearance Statement

This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.

To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years' residence in the UK over the last 5 years may be accepted, with additional overseas checks.

For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency.

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

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.

Great journeys start here, apply now!