L2 Support Engineer

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

The Data Center Hosting (DCH) L2 Support Engineer provides in-depth analysis and resolution for escalated technical issues within the data center environment. This role involves maintaining and optimizing data center infrastructure, ensuring high availability and performance of systems, and documenting support processes and resolutions. 

Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve complex hardware (servers, storage, networking gear) and software issues that are escalated from L1 support.
• Infrastructure Management: Monitor and maintain data center infrastructure, including power, cooling, physical security, and rack/stack of equipment.
• System Administration: Perform system administration tasks on various operating systems (Linux, Windows, etc.) and potentially virtualization technologies (VMware, Hyper-V).
• Network Support: Assist with the setup, configuration, and troubleshooting of network devices and protocols within the data center, collaborating with network teams as needed.
• Documentation and Process Improvement: Accurately record technical issues, root causes and resolutions in a ticketing system. Contribute to the creation and improvement of support processes and knowledge base documentation.
• Collaboration and Escalation: Coordinate with other IT teams, including L3 support, Engineering, and Development teams, to ensure efficient resolution of issues. Escalate unresolved issues to the appropriate internal teams.
• Project Participation: Participate in IT projects and initiatives, such as system upgrades, migrations, and disaster recovery planning.
• On-Call Support: May require participation in a 24/7 on-call rotation to address critical incidents and ensure minimal downtime and be onsite if necessary

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 2 to 4 years of experience in a data center, systems, or IT support role.
• Minimum 1-2 years of experience in supporting network, security, server and UPS
• Minimum 1-2 years of experience in supporting mission critical systems with a stringent SLA of 99.9%
• Technical Skills:
  • Strong knowledge of server hardware, components, and data center best practices.
  • Proficiency in operating systems like Linux and Windows Server environments.
  • Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs) and network storage principles.
  • Familiarity with scripting languages (e.g., PowerShell, Bash) is a plus.
  • Well-versed in IT Service Management (ITSM) standards, processes, guidelines and best practices will be an added advantage
• Soft Skills:
  • Strong problem-solving and analytical skills with keen attention to detail.
  • Excellent communication and customer service skills.
  • Ability to work independently and manage multiple priorities effectively.
  • Strong team collaboration and interpersonal skills. 

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.