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.
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%
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
There are no supervisory responsibilities for this position.
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
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
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