L1 Support & Operations Officer

Location: Praha, CzechiaThales 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 billions 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.Thales in the Czech Republic employs over 400 people from 45 different nationalities. A total of 15 teams work on projects for government agencies, banking, mobile services and the Internet Of Things (IoT) technology. At the core of our business is the development of software which we configure and embed in a multitude of different devices and form factors. These include many kinds of payment cards, SIM cards, travel passes, secure eBanking devices, authentication tokens, machine identification modules (MIM), and secure ID documents including ePassports, eID and eHealth cards, as well as eDriving licenses. Because of the international environment surrounding us every day, it comes as no surprise that English is our official corporate language.

At Thales, we empower businesses and governments worldwide by delivering high-value, business-critical secure services.

As an L1 Support & Operations Officer, you are the front face of technical support and incident management for our global hosted and managed services. Operating as part of an international 24x7 Network Operations Center (NOC) team, you will perform continuous service monitoring, system health checks, and quick issue resolutions to ensure we meet and exceed customer Service Level Agreements (SLAs).

If you thrive in a dynamic technical environment, love troubleshooting Linux and database systems, and want to learn cutting-edge security and telecom solutions—this is the opportunity for you!

Key Responsibilities

Request & Incident Management

• Act as the primary contact for incoming technical requests and incidents using our GTO ticketing system.
• Maintain professional, clear, and proactive communication with global customers.
• Participate in 24x7 NOC shift rotations to ensure continuous service availability.

First-Line Technical Support

• Perform initial diagnostics and search internal knowledge bases to deliver accurate solutions.
• Resolve recurring issues or smoothly escalate high-criticality incidents to Level 2 (L2) Support.
• Support L2 engineers with root-cause analysis and problem management.

Service Monitoring & Alert Operations

• Monitor active system alerts across distributed infrastructure.
• Validate triggers, follow Standard Operating Procedures (SOPs) / working instructions, and ensure complete issue resolution.
• Escalate complex system anomalies to L2 teams when required.

Routine Operations & Service Transition

• Execute routine system maintenance, data provisioning, and preventive checks.
• Generate regular service delivery reports for Service Delivery Managers (SDMs).
• Partner with project delivery teams during new customer handovers to review documentation and test monitoring tools.

Requirements & Qualificat

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Experience: 1+ years in technical support, NOC, or IT system operations.
• Systems: Solid understanding of Linux system administration and command-line management.
• Databases: Hands-on experience executing queries and retrieving reports from MySQL and Oracle databases.
• Networking & Web: Core understanding of networking concepts and WebLogic.
• Shift Readiness: Strong flexibility to work in 24x7 shift rotations.

Great to Have

• Experience in the Telecom domain.
• Prior hands-on experience with standard ticketing platforms (e.g., Jira, ServiceNow, Remedy, GTO).

What We Offer

• Continuous Learning: Ongoing training on state-of-the-art security, cloud, and hosted service architectures.
• Global Exposure: Direct experience working alongside international technical teams across the globe.
• Career Growth: Clear progression pathways into L2 Operations, Systems Engineering, and Service Delivery.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!