Field Service Engineer

ROLE DESCRIPTION SUMMARY

Thales is seeking a suitable candidate for the position of Service Support Engineer. You will be maintaining and troubleshooting the hardware infrastructure and systems for a mission-critical Seamless Identity Management Platform for Experience (SIMPLE) system that Thales Solutions Asia (TSA) has designed for Singapore Changi Airport. You will be part of a team of dedicated engineers that demonstrate superior technical competency in ensuring system availability, performance, and security.

KEY ACTIVITIES AND RESPONSIBILITIES

As a Field Service Engineer, you are accountable for:

1. Field Support: To carry out Corrective Maintenance (CM) as a result of failure of the hardware and software related to SIMPLE. To restore the system to its operational condition. To monitor and maintain the records of the overall system operational availability and reliability, including Mean Time Between Failure (MTBF), Mean Time to Repair (MTTR), system downtime duration, and the types of hardware defects as well as all related software versions and patches.
2. Field Testing: To carry out software testing on the system whenever there are new software bug fixes. To ensure the correct configuration of the system is loaded for software/system testing and before the system is used for production.
3. Spares Services: To manage the spares provisioning, support and test equipment, and other tools that are stored at the Authority site. To undertake store keeping functions in respect of receipt, issue, and disposal. To carry out serviceability checks on the spares and to ensure prompt and appropriate action is taken to rectify any faults on the spares. To monitor the end-of-life and end-of-support status of the spares and installed hardware.
4. Preventive Maintenance (PM): To carry out PM on the hardware to retain the system in the specified operational condition in accordance with the planned maintenance schedule. In carrying out the PM, to follow the approved PM checklists to perform calibration, servicing, and verification of system configurations. To submit the PM report after each PM.
5. Calibration Services: To liaise with the vendor to perform calibration services on the test equipment that is used for the preventive maintenance.

KEY KNOWLEDGE AND EXPERIENCE

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

1. 2 shifts of 12 hours, 24x7 operation
2. Able to cope in a highly pressured fast-paced environment
3. Prior working experience in any Server/Network/Uninterruptible Power System/Security products such as Firewall, PIM, and PAM, and Server Virtualization will be an added advantage
4. Customer-oriented with a high level of service attitude
5. Good listening and analytical skills
6. Hardworking, outgoing, and enthusiastic
7. Positive working attitude
8. Team player, and also able to work independently and with little supervision
9. Able to thrive in a dynamic environment
10. Able to understand the system and architecture diagrams
11. Able to understand the user operation environment
12. Willingness to pick up new technologies
13. Perform other job responsibilities as and when assigned

Education

Diploma/Bachelor’s Degree in IT/Engineering discipline

CCNA certified

Experience

Minimally 1-2 years of experience in supporting network, security, server, and UPS

Minimally 1-2 years of experience in supporting mission-critical systems with a stringent SLA of 99.9%

Well-versed in IT Service Management (ITSM) standards, processes, guidelines, and best practices will be an added advantage.