Service Desk Technician

at  Aireon

Company Overview:
Aireon deployed the world’s first global space-based air traffic surveillance system, providing real-time aircraft monitoring capabilities around the world, including over the poles, over the oceans and in remote areas.
Aireon data enables safer, more efficient and more environmentally friendly aviation travel, resulting in significant CO2 emission reductions. More than 20 Air Navigation Service Providers representing more than 40 countries – including NAV CANADA, NATS (UK), Air Traffic and Navigation Services (South Africa), Airports Authority of India (AAI), and ASECNA (Africa) - rely on Aireon data to navigate aircraft in their airspaces.
We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and to share in our success.
Position Summary, Job Requirements & Responsibilities:
Aireon is certified to provide surveillance as a service to global customers in a safety-critical industry. Service Desk Technicians are an essential part of this service and are required to reach and maintain an acceptable standard of competency. Aireon will provide initial and ongoing training to support competency standards. This is measured through assessment that is renewable annually.

REQUIRED QUALIFICATIONS

• Exceptional customer service and communication skills, including written and oral communication skills for discussing issues with engineering and operations staff, and international customers.
• Excellent interpersonal and continuous improvement skills.
• Effectively collaborate with diverse group of team members.
• A self-motivated, proactive, task-oriented, and creative individual with the ability to solve problems.
• 2+ years of recent experience in command center operations, network operations, technical support, event/fault monitoring and/or incident management for complex server and networking systems and/or a Bachelors/Associate degree with equivalent experience.
• Ability to troubleshoot, analyze and resolve complex technical problems during high stress situations.
• Possess technical skills and experience to understand incidents typical of a networked server environment, and the underlying problems causing them.
• Adherence to policies, procedures, and controls especially regarding safety and security considerations, customer service, incident and change management, and information protection.
• Working knowledge of issue tracking/ticketing systems such as Jira, Remedy, Service Cloud, etc.
• Experience with and understanding of Service Level Agreements (SLAs).

DESIRED QUALIFICATIONS

• Technical skills to understand incidents typical of a networked, international aircraft surveillance system-of-systems, and the underlying problems causing them.
• Professional certifications such as ITIL foundation, Network+, AZURE, CompTIA or CCNA.
• Experience with aviation, safety, and security.
• Air traffic control, flight operation, safety training and related aviation experience.
• Any foreign language experience.

• Shift Work with additional on-call duty as required.
• Shifts are 4 days on and 4 days off with 12-hour shifts.
• Shift work is for Safety of Life Customer Support and is 24/7/365.
• Over-night, weekend and holiday work is required.
• Monitor data network devices and overall network health and performance.
• Log detailed operations reports pertaining to maintenance and incident response for a global aircraft surveillance tracking system.
• Manage and communicate service change and repairs to end users and stakeholders.
• Monitor dashboards and other event/fault management tools, for system, network and performance metrics, alerts, and component failures.
• Follow documented plans, processes, policy, and procedures.
• Log all activity related to the operations and maintenance of the surveillance system, including scheduled checklists, ad hoc activity, and unplanned events.
• Responsible for incident response, troubleshooting, and resolution per policies and procedures.
• Mitigate and troubleshoot service outages, system and network outages, and performance issues.
• Maintain and update current software tools with the ability to learn new products for more efficient communications.
• Be able to work independently as well as within a team and maintain your quantity and quality of work over a 12-hour shift.
• Resolve Tier 1 level IT service calls.
  Experience & Education Requirements / EEO: