Tier 1 Technician, Aircraft Maintenance Operations Help Desk
The Tier 1 Maintenix Helpdesk personnel should have excellent communication and troubleshooting/problem-solving skills along with a friendly attitude with the ability to work in a team environment.
Technicians should also have aircraft maintenance experience to provide the nessesary support.
The technician will be responsible for answering customer calls, providing a solution, or properly escalating the solution to appropriate individuals.
Once the issue is identified, all correspondence is to be handled in a tracking system.
Technical support specialists in this group typically handle straightforward and simple problems (i.
e.
:
answering customer questions, troubleshooting program/data issues, maintaining data quality, and communicating with customers, documenting customer business process, assistance with navigating around application menus, etc.
).
Personnel at this level have a general understanding of the product or service and aim to handle 70%-80% of user problems before escalating the issue to a higher level The position is located on site at the customer's GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism.
Responsibilities:
oCustomer support (primarily by phone, email, in person)oExcellent phone communication skillsoMaintain data qualityoExcellent documentation skillsoMonitor and respond quickly and effectively to requests received from customers.
oMonitor service desk for tasks assigned to the queue, and process on a first-in first-out basis with respect to task priorityoFollow up on outstanding requests and ensure timely resolutionoUtilize and maintain the helpdesk tracking softwareoAnalyze data discrepancies and provide/perform solution.
oActive listening, and ability to clearly communicate solutions to customeroCreate detailed instructions to solve customer issues.
oTest software.
oReports higher level issues to a Tier II technicianoOther duties may be added and/or assigned as neededoDocument step by step instructions of problems worked on.
oSome mild scripting experience would be helpful (SQL/Batch/ETC)Formal Education & CertificationsoCollege diploma or university degree in the field of computer science, information systems, mathematics, engineering, economics, or another related fieldKnowledge and Experienceo1 year
Aircraft Maintenance experience o2 years
experience working in professional environment or aerospace industryoExposure on Jira ticketing toolsoExperience working in a 24/7 environmentoBasic understanding of SQLoData analyticsPreferred Knowledge and Experienceo1 year
experience with Microsoft Excelo1 year
experience with SQL and Microsoft SQL ServeroExperience working in configuration management or engine maintenancePersonal AttributesoExceptional interpersonal skills, with a focus on listening and questioning skillsoExcellent communication skills with customers, the team and management.
oElevated sense of urgency and criticality of situations.
oSolid relationship management and performance management skillsoStrong customer service orientationoProven analytical and problem-solving abilitiesoAbility to effectively prioritize and execute tasks in a high-pressure environmentoGood written, oral, and interpersonal communication skillsoAbility to conduct research into data, process or software issues as requiredoAbility to present ideas in a business-friendly and user-friendly languageoHighly self-motivated and directedoKeen attention to detailoTeam-oriented and skilled in working within a collaborative environmentoMust be willing and able to pass a background investigation and drug screeningWork Conditionso40-hour on-site at GOC oSome travel may be requiredoSitting for extended periods of timeoDexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components Recommended Skills Active Listening Adaptability Aerospace Engineering Aircraft Maintenance Analytical Attention To Detail Estimated Salary: $20 to $28 per hour based on qualifications.
Technicians should also have aircraft maintenance experience to provide the nessesary support.
The technician will be responsible for answering customer calls, providing a solution, or properly escalating the solution to appropriate individuals.
Once the issue is identified, all correspondence is to be handled in a tracking system.
Technical support specialists in this group typically handle straightforward and simple problems (i.
e.
:
answering customer questions, troubleshooting program/data issues, maintaining data quality, and communicating with customers, documenting customer business process, assistance with navigating around application menus, etc.
).
Personnel at this level have a general understanding of the product or service and aim to handle 70%-80% of user problems before escalating the issue to a higher level The position is located on site at the customer's GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism.
Responsibilities:
oCustomer support (primarily by phone, email, in person)oExcellent phone communication skillsoMaintain data qualityoExcellent documentation skillsoMonitor and respond quickly and effectively to requests received from customers.
oMonitor service desk for tasks assigned to the queue, and process on a first-in first-out basis with respect to task priorityoFollow up on outstanding requests and ensure timely resolutionoUtilize and maintain the helpdesk tracking softwareoAnalyze data discrepancies and provide/perform solution.
oActive listening, and ability to clearly communicate solutions to customeroCreate detailed instructions to solve customer issues.
oTest software.
oReports higher level issues to a Tier II technicianoOther duties may be added and/or assigned as neededoDocument step by step instructions of problems worked on.
oSome mild scripting experience would be helpful (SQL/Batch/ETC)Formal Education & CertificationsoCollege diploma or university degree in the field of computer science, information systems, mathematics, engineering, economics, or another related fieldKnowledge and Experienceo1 year
Aircraft Maintenance experience o2 years
experience working in professional environment or aerospace industryoExposure on Jira ticketing toolsoExperience working in a 24/7 environmentoBasic understanding of SQLoData analyticsPreferred Knowledge and Experienceo1 year
experience with Microsoft Excelo1 year
experience with SQL and Microsoft SQL ServeroExperience working in configuration management or engine maintenancePersonal AttributesoExceptional interpersonal skills, with a focus on listening and questioning skillsoExcellent communication skills with customers, the team and management.
oElevated sense of urgency and criticality of situations.
oSolid relationship management and performance management skillsoStrong customer service orientationoProven analytical and problem-solving abilitiesoAbility to effectively prioritize and execute tasks in a high-pressure environmentoGood written, oral, and interpersonal communication skillsoAbility to conduct research into data, process or software issues as requiredoAbility to present ideas in a business-friendly and user-friendly languageoHighly self-motivated and directedoKeen attention to detailoTeam-oriented and skilled in working within a collaborative environmentoMust be willing and able to pass a background investigation and drug screeningWork Conditionso40-hour on-site at GOC oSome travel may be requiredoSitting for extended periods of timeoDexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components Recommended Skills Active Listening Adaptability Aerospace Engineering Aircraft Maintenance Analytical Attention To Detail Estimated Salary: $20 to $28 per hour based on qualifications.
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