A vacancy for a 2nd Line Support Engineer has arisen within Airbus Defence & Space, to be based in either Newcastle or Guildford.
The 2nd Line Support Engineer's role is to deliver support to end users with respect to Airbus Defence and Space software applications within the Public Safety sector. Primarily supporting operational data management (back office software applications), automated resource location (asset tracking), mobile data communications systems, Emergency preparation and response systems.
The successful candidate will be subject to UK National Security Clearance in order to undertake related work in accordance with business needs. Your main tasks and responsibilities will include:
¤ Respond to incidents in accordance with the customer's Service Level Agreement.
¤ To progress incidents and ensure incident history is updated via the Incident Management software.
¤ To undertake problem identification and resolution involving re-creation of the incident, configuration analysis, data investigation or by site visit if required.
¤ To provide the ability to test the validity of customer calls using their own data and where possible local conditions.
¤ To provide support to the Software Development Team during fault investigation, development and emergency changes.
¤ To provide enhancement requests and incident information into the Change process.
¤ To conduct product demonstrations, implementations and training and to ensure product documentation is maintained.
¤ To carry out annual review meetings with customers and ensure all actions are followed up within the target timescale.
¤ To attend exhibitions and support pre-sales initiatives with current or prospective customers as appropriate.
This role will involve some travel for business and as such you must be able to travel accordingly.
We are looking for candidates with the following skills and experience:
¤ Strong analytical and communication skills.
¤ Strong general IT skills primarily in a Microsoft Windows environment.
¤ Adaptability to changes in tasks / priorities and able to work under own initiative.
¤ Acquire new skills and knowledge rapidly and share them with others.
¤ Full UK driving licence.
¤Potential 24/7 on call.
¤ Proven related experience in a similar applications support role.
¤ Programming skills are not a requirement for this post although software development experience would be advantageous.
¤ Experience in the use of SQL, Microsoft SQL Server, Oracle and ODBC would be beneficial.
¤ ITIL awareness and experience within service management would be advantageous. Please apply for this vacancy on line at our careers site (www.jobs.airbusgroup.com) with your CV attached.
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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
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