Location: Abu Dhabi, United Arab EmiratesIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi’s airport.

JOB OBJECTIVE

The Field Support Engineer is part of an on-site support team responsible for the daily supervision and support of radio communication system deployed at customer locations.

The role focuses on hands-on troubleshooting, preventive and corrective maintenance, and coordination with back-office teams.

The role of the Field Support Engineer is to:

• Perform day-to-day system supervision and monitoring of infrastructure components, COTS hardware, radio equipment and associated application software deployed on sites
• Perform initial diagnosis and troubleshooting of hardware and software issues
• Carry out preventive and corrective maintenance activities, such as replacement of hardware devices, deployment of software updates following established procedures
• Escalate complex or non-standard issues to back-office teams
• Provide technical support to customer.

The role is field-based and requires extensive travel (20 sites deployed across the country). The candidate will have to obtain security clearance to work in military bases.

ROLES & RESPONSIBILITIES

Supervision and monitoring

• Perform day-to-day system supervision and monitoring of infrastructure components, COTS hardware, radio equipment and associated application software deployed on sites
• Perform initial diagnosis and troubleshooting of hardware and software issues
• Identify issues requiring advanced expertise and escalate to back-office teams with clear technical information and logs
• Coordinate with customer and remote support teams to ensure smooth operations

Preventive and corrective maintenance tasks

• Carry out preventive and corrective maintenance activities, such as replacement of faulty hardware devices or components, deployment of software updates following established procedures
• Support systems in Linux based environment, using established automation playbooks (Ansible)

Technical support and documentation

• Produce incident reports
• Maintain clear and accurate records of system configurations, changes and maintenance activities
• Contribute to the update of procedures and manuals  
• Provide technical support to the customer.

WORK EXPERIENCE REQUIREMENTS

• 3+ years in field support or technical support roles in operational or customer-facing environment
• Hands-on experience with electronic equipment, IT systems, radio communication systems
• Experience in Defense projects or critical infrastructure is preferred
• Experience in integrating and testing complex systems is a plus

QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS

• Diploma/degree or equivalent experience in Electronics, Telecommunications, IT, Computer Science or a related technical field
• Valid driver’s license

PREFERRED SKILLS

• Experience with Linux-based systems
• Knowledge of radio communication principles
• Exposure to Ansible or automation tools for executing predefined tasks
• Basic understanding of networking, RF equipment, hardware/software integration
• Excellent communication and coordination skills
• Excellent analytical and reporting capabilities
• Strong ability to work both independently and as a team to solve problems
• Be very reactive to solicitations
• Be fluent in English language
• French and Arabic language are a plus

HSE RESPONSIBILITIES

• Take care of your own safety and the safety of others as far as is practicable
• Understand your personal responsibilities and contribute to achieving compliance with the HSE Management System requirements
• Comply with local laws and legislation regarding HSE
• Use safety equipment (including PPE) as required