IT Field Technician-Atlantic Provinces- onsite at customer

Location: Nova Scotia Remote Worker, Canada

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.

Position Summary

Nova Scotia, Canada

Candidates must live Nova Scotia as the role is remote (meaning there is not a Thales office), but the role does require driving to the DMV offices to support their operations.

Thales is required to follow mandatory customer policies as well as Federal and Provincial legislation, now and in the future.  This role requires you to work on a customer site and/or travel. Therefore, you must follow all mandatory customer policies and Federal and Provincial legislation as a condition of employment. As these are DMV systems, one must be a Canadian Citizen.

As an IT Field Technician for Government Programs, you will be part of a team responsible for a complete range of Thales hardware and software solutions in DMV offices in Nova Scotia, Newfoundland & Labrador and Prince Edward Island

Key Areas of Responsibility

• You will be responsible for all remote and on-site preventative and restorative maintenance and will travel to customer locations within prescribed time to troubleshoot, repair, and/or escalate issues

• Lead internal and external stakeholder communications on routine activities while ensuring proper and ongoing progress on the issues. and manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict.

• You will have intermediate to advanced knowledge of ticket based tracking system and will use CRM software to consistently and accurately track tickets.

• Manage and deliver SLA commitments and expectations to customers.

• Work with operations engineers, sales and system administrator.

• You will have intermediate knowledge of PC desktop support with knowledge of Networking and Windows based servers including: reimaging experience, hardware maintenance, can disassemble certain products for parts replacement, and other duties as necessary.

Minimum Qualifications

• At least 1 year of experience in a customer-facing role within the IT industry.

• At least 1 experience with Windows 7 and 10 OS, PC re-imaging.

• At least 1 year of experience with PC and laptop hardware.

• Demonstrable experience with independent customer relationship management, customer service, and satisfaction.

• Excellent verbal and written communication skills with the ability to communicate effectively across different levels of organizations.

• Must have a valid Driver’s License and a clean driving record.

Special Position Requirements

• Schedule: 40 hours per week. Monday – Friday plus ½ day on Saturday.

• Travel: Up to 50% travel as needed and up to 4 hours to remote locations.

• Site Visits: Drive to support DMV offices.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

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Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.