Technical Support Specialist

2 weeks ago

Brighton, United Kingdom Collins Aerospace Full time

Colllins Aerospace is seeking a Junior Technical Support Specialist to join their team in Brighton.

The Junior Technical Support Specialist acts as the primary contact for support and service requests that arrive from airline/airport customers and 1st line service and support contractors. They will also be responsible for completing operational support tasks assigned to them by the Manager according to the priorities of the tasks assigned and the applicable service levels. The Junior Technical Support Specialist, following a period of training, will have a good understanding of operations and the support processes that back up these operations.

The role requires a calm and effective communicator with excellent customer service skills, a good telephone manner, and an ability to work under pressure. They will communicate with various other departments and teams within the department to coordinate support and service requests and provide feedback in relation to the progress of outstanding issues.

We are looking for an individual who is looking for a career within Technical Support, who has a keen interest in IT / Technology and is eager and willing to learn.

Job Responsibilities
Taking a detailed technical view of issues that cannot be resolved at Level 1.
- Providing support to our worldwide customer base.
- Support the development of existing support process and procedure
- Ensuring we have in place a working relationship with other Collins Aerospace teams and 3rd parties who may be responsible for key parts of the Service provision.
- Ensuring that escalated issues are resolved, root cause are documented and process in place to ensure they do not reoccur.
- Provides guidance, support and training for Level 2 Helpdesk staff for team members.
- Working within a 24 hour Operational environment.

Basic Qualifications
- Service and Support management
- Customer experience with direct communications
- Team worker
- Previous experience in delivering software support and service management
- Highly organised
- Attention to detail
- Works well under pressure and an ability to prioritise
- Excellent communication skills both written and verbal
- Some knowledge or experience of SQL would be advantageous.

Collins Aerospace is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, gender, sexual orientation, gender identity, disability, or any other protected status.

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