Field Service Engineer

Location: Singapore, Singapore

Thales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.

Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.

**ROLE DESCRIPTION SUMMARY**

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) have 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**:

- ** 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, patches.
- ** Field Testing.** To carry out software testing on the system whenever there is a 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.
- ** Spares Services.** To manage the spares provisioning, support and test equipment and other tools that are stored at Authority site. To undertake store keeping functions in respect of receipt, issue and disposal. To carry out serviceability check on the spares and to ensure prompt and appropriate action is taken to rectify any fault on the spares. To monitor the end-of-life and end-of-support status of the spares and installed hardware.
- ** Preventive Maintenance (PM).** To carry out PM on the hardware to retain the system in the specified operational condition in accordance to 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.
- ** Calibration Services.** To liaise with vendor to perform calibration services on the test equipment that are 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**:

- 2 shifts of 12 hours, 24x7 operation
- Able to cope in a highly pressured fast-paced environment
- 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
- Customer orientated with high level of service attitude
- Good listening and analytical skills
- Hardworking, outgoing and enthusiastic
- Positive working attitude
- Team player, and also able to work independently and with little supervision
- Able to thrive in a dynamic environment
- Able to understand the system and architecture diagrams
- Able to understand the user operation environment
- Willingness to pick up new technologies
- 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