Product​/System Operational Support Engineer

Position: Product/System Operational Support Engineer - 100% (m/f/d)
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 billons 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.
** We say HI  ̶ Herzlich willkommen im Thales Team!
**** Human Intelligence
** Thales in Switzerland is part of a globally leading technology group in the fields of Digital Identity and Security, Space, Defense and Security, as well as Training and Simulation. In a world full of uncertainties, we ensure that our customers, partners, and employees can confidently and safely blaze new trails. For a future we can all trust.
** Say HI  – to your career as
**** Product/System Operational Support Engineer – 100% (m/f/d)
**** at our Aarau location #LI-HYBRID (. R0293687)
** In Aarau, you will support national and cantonal authorities in projects for innovative and highly secure identification documents and identity solutions. This includes, among others, the Swiss passport, the Swiss identity card, IDs for the cantonal police forces, or eGates for automated passport control ome part of the Thales expert team that plays a vital role in ensuring the safety of citizens.

We look forward to hearing from you!

Within the Projects and Services Department of the Identity and Digital Security activity, we are looking for our future L2 Product/ System Operational Support Engineer. Position based in Aarau.
** Your mission
*** You will support different applications to meet the needs of our customer portfolio for passports, identity cards, driving licenses, and pki cards. You conduct system front and backend administration, monitoring, management, preventative maintenance, and ensure maintenance within existing operational services.
* You work with Suppliers for hardware maintenance of production machines, document readers, quality control stations, including remote support, monitoring of machines wear, spare parts stock maintenance, requisition orders, and other activities to ensure security of customer production.
* You are familiar with KMS and HSM infrastructure and able to troubleshoot issues and provide detailed analysis to higher level engineers.
* You will provide Incident Management. You resolve customer reported issues and inquiries via phone, emails, onsite, or remote access respecting the corresponding Service Level Agreements.
* You lead troubleshooting on applicable applications, operating systems and network environments as well as hardware, peripherals and production machines.
* You conduct Problem Management with root cause analysis and the implementation of appropriate measures to prevent incidents or elaborate workarounds. You engage with broader Thales team members to identify and resolve technical issues.
* You provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders     and external customers.
* You also participate in projects and the implementation of change request to support specification, validation and rollout of new services and releases.
* You follow Change Management procedures to keep track of software versions, configurations and adhere to customer change management requirements.
* You adhere to defined processes and solutions, such as confidentiality, compliance to escalation procedures and customer support processes. You maintain a high level of customer relations     through reliability, responsiveness, professional communication with sensitive stakeholders, and focus on ensuring customer satisfaction.
* You work remote as well as on-site at Thales and customer locations. You will be regularly present on customer premises between 20-40% of the time. A limited full-time allocation on     customer premises may exceptionally be requested, as well as urgent travels in case of…