Senior Desktop Support Engineer

Job description

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.

This role is within the End User Support team, being part of a small local team providing second Line Desktop support to 800+ users at our Templecombe site. The role is to provide on-site support, working in partnership with central support teams based in the UK Service Centre. There will be daily contact with users at all levels. As a Senior Desktop Support Engineer you'll be user facing in a demanding environment, representing the level of services that Thales IS can provide. A high level of professionalism and flexibility will be required.

The role is based at the Thales site in Templecombe, but there will be times when the role involves working at the Thales Bristol site. Flexibility to occasionally work outside normal working hours is also expected (including weekends) due to participating in the on call rota to support the sites out of hours.

At times there will also be requirements to travel to other sites within the area to assist support at that site.

Key Responsibilities

· Provide mainly second line support to user calls, assigned via the UK Service Desk to site. This includes the resolving of incidents up to priority one level and handling service requests from basic administration to complete user IT relocation projects. Call notes to be kept up to date. Build and deploy desktop / laptop machines in line with Thales build standards using automated and manual processes as necessary
· Deputise for the Team Lead in their absence
· Provide basic Windows server support at site, including backup tape changes
· Provide basic Local Area Network support
· Assist the central support teams as required in fault diagnosis and resolution to maintain the site IS infrastructure & services
· Adhere to Asset Management procedures, ensuring assets are fully tracked & information is maintained throughout it's lifecycle in a timely fashion
· Perform call resolution to the contractual Service Level Agreement (SLA), monitored by Key Performance Indicators (KPI) and call targets
· Ensure appropriate support is provided within contractual support hours. However a flexible attitude to work hours is expected and may require evening and weekend work on occasion
· Attend other sites within the area as required to assist in support duties
· Take turns in the on call out of hours support rota
· Support your team leads
· Look to improve local procedures were ever possible
· Carry out any other duties as requested.

Key Skills - Essential

· Strong technical knowledge of Windows Desktops and the ability to resolve problems
· Good knowledge of Windows servers
· Good knowledge of local area network infrastructures
· To have the ability to work individually as well as part of a team
· The ability to multi-task and prioritise workload
· To be customer focused and the ability to be able to communicate well with staff at all levels
· To be self-motivated with willingness to exercise initiative
· Knowledge of Smartphones and VPN/4G support.

Experience - Essential

· At least 3 years experience within IT industry in a customer facing capacity in a technical role
· Qualifications - Desirable
· Degree level preferred but not essential
· ITIL Foundation.

At Thales we provide CAREERS and not only jobs. With Thales employing 68,000 employees in 50 countries and 43% of all Thales UK roles being filled via internal movements 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

Great journeys start here, apply now!

Thales supports Smart Working which is an approach to organising work that aims to drive greater efficiency and effectiveness in achieving job outcomes. It combines flexibility, autonomy and collaboration, while optimising tools and working environments for employees – ask for more details at your interview.


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.