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Technical Support Engineer Job in Grove City, Ohio US

Technical Support Engineer


Posted: 2/26/2021 - Expires: 5/27/2021

Job ID: 224764964


Job Description

ADB SAFEGATE leads the world in smart solutions that help airports handle more aircraft, safely and efficiently, from approach to departure. Our products and services can lift any airport's performance from approach,runway and taxiway lighting; to tower-based traffic control systems; to intelligent gate and docking automation.

We are looking for talented and enthusiastic people with the passion to support our vision and help to change the future of aviation. We are now offering a fascinating position as aTechnical Support Engineer.

Position Summary

Strong customer focus

First line phone support for internal and external customer support questions, including startup and troubleshooting

Generates and supports all technical documentation including SAP Service notifications and quality reports

Resolves Level 1 and Level 2 issues by solving problems on complex IT based systems by delivering solutions into live operation with the minimum of disruption and in accordance with the company's and customer's policies

Document changes and resolutions deployed to the system to the customer and internal use.

Responsible for becoming familiar with, supporting, and maintaining ADB Safegate custom products and systems

Follow-up with end users to provide status updates as per service level agreement guidelines (SLA's)

Communicates with customers at all levels of technical and non-technical skills

Some travel may be required, up to 30%

Essential Functions

Technical Telephone Support

Provides professional, technical customer service over the phone, email, remote connection, etc., to troubleshoot, diagnose and assist customers in resolving problems

Produces detailed diagnose and system performance report

On a rotational basis, provides 24 hour, 7 days a week emergency telephone support.

Provides emergency and non-emergency telephone support during business hours

Provides follow through to customers to ensure issues get resolved

Providesanswers to customers by identifying problems, researching answers, and guiding customers through corrective actions

Provides weekly/monthly/annual reporting as required by Service Level Agreements

Testing and Validation Support

Supports system engineering on both in-house andcustomer validation testing

Training and Presenting

Utilizes training standards and processes to produce internal and customer training programs

Performs technical training internally or for customers


Reviews and write reports, manuals and test plans as required

Self-monitors personal performance against annualtargets by reviewing available department scorecards and dashboards

Provides quality notations of service notifications and calls


Supports contractors influences them to take positive action and accountability for their assigned work

Developsand grows any business relationships vital to the success of ADB

Develops best practices and tools for project and product support activities

Supervisory Requirements

There are no supervisory responsibilities for this position.

Position Requirements

Formal Education & Certification

Associates' Degree in Computer Science, Information Technology, Electrical Technology (ET) or Associate in Computer Engineering Technology (EET), equivalent degree, or equivalent experience

Must pass any required BCI and FBI Background Check

Possession of a valid driver's license

Must maintain an insurable driving record

Knowledge & Experience

Minimum of 12 months+ experience working in a Service Desk/Inbound Call Center environment

Sound understanding of customer support, operations, and processes

Experience in supporting and maintaining complex software applications

Network knowledge on administration level (certification desired)

Knowledge on machine virtualization (VMWare or Microsoft Remote Desktop)

Experience with Windows (administration level)

Experience with TCP/IP networking protocol

Preferred knowledge of programming languages such as Java, C and Python

Fluent English (oral and written communication skills)

Fluent Spanish (oral and written communication skills) desired


Strong customer service orientation

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment


Good written, oral, and interpersonal communication skills

Ability to conduct research into various issues and products as required

Ability to present ideas in business-friendly and user-friendly language

Highly self-motivated and directed

Keen attention to detail

Team-oriented and skilled at working within a collaborative environment

Physical Demands

Regularly required to sit and talk or hear

Ability to stand, walk for extended periods of time

Ability to use hands to finger, handle, or feel; reach with hands and arms

Ability to lift and /or move up to 20pounds

Ability to travel to field locations

Specific vision abilities required include color, close vision, distance vision, depth perceptions, and the ability to adjust focus

Visual stamina and acuity adequate to review alpha/numeric data and to spend long periods looking at computer screen

Work Environment

The job will generally be performed in an office environment, but may require travel to visit a customer's location or construction job site. Conditions will vary at each location. While on a job site theemployee is occasionally exposed to outdoor weather conditions that include wet and/or humid, cold and heat conditions, working near moving mechanical parts.

While performing the duties of this job, the employee may be exposed to fumes or airborne particles. The employee will be working with and around high voltage and high current equipment; there is a risk of electrical shock.

The noise level in the work environment is usually moderate.

ADB Safegate is a drug-free workplace and as such participates in random drug screenings as state or local law permits.

ADB Safegate is an Equal Opportunity/Affirmative Action Employer

Identified Skills

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
Associate's degree
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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