Tier 1 Technician, Aircraft Maintenance Operations Help Desk

The Tier 1 Maintenix Helpdesk Technician should have excellent communication and troubleshooting / problem-solving skills along with a friendly attitude with the ability to work in a team environment. Technicians should also have aircraft maintenance experience to provide the necessary support.

The technician will be responsible for answering customer calls, providing a solution, or properly escalating the solution to appropriate individuals. Once the issue is identified, all correspondence is to be handled in a tracking system. Technical support specialists in this group typically handle straightforward and simple problems (i.e. : answering customer questions, troubleshooting program / data issues, maintaining data quality, and communicating with customers, documenting customer business process, assistance with navigating around application menus, etc.). Personnel at this level have a general understanding of the product or service and aim to handle 70%-80% of user problems before escalating the issue to a higher level

The position is located on site at the customer's GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism.

Responsibilities :

• Customer support (primarily by phone, email, in person)
• Excellent phone communication skills
• Maintain data quality
• Excellent documentation skills
• Monitor and respond quickly and effectively to requests received from customers.
• Monitor service desk for tasks assigned to the queue, and process on a first-in first-out basis with respect to task priority
• Follow up on outstanding requests and ensure timely resolution
• Utilize and maintain the helpdesk tracking software
• Analyze data discrepancies and provide / perform solution.
• Active listening, and ability to clearly communicate solutions to customer
• Create detailed instructions to solve customer issues.
• Test software.
• Reports higher level issues to a Tier II technician
• Other duties may be added and / or assigned as needed
• Document step by step instructions of problems worked on.
• Some mild scripting experience would be helpful (SQL / Batch / ETC)

Formal Education & Certifications

Knowledge and Experience

Preferred Knowledge and Experience

Personal Attributes

Work Conditions