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Sr IT Ops Engineer

  • GE Aviation - 500 jobs
  • https://www.jobsinaviation.com/Images/Default/recruiters/Thumbnail/ccc13e36-a3be-4aac-9ef6-88f587f249eb131129807088665247.png

Evendale, Ohio, United States

Job Description Summary This role is responsible for the IT triage activities to ensure high priority issues are handle appropriately and ensuring Root Cause Analysis (RCA) is completed and communicated. Reason For Outage (RFO) reviews will be led by this role and monthly statistics will be gathered and reported out to all stakeholders across the enterprise. Responsible for providing "best-in-class" customer experience for collaboration and digital workplace technologies. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position will be responsible for both working directly with customers, as well as providing technical leadership and mentoring to support engineers on the team to help develop their domain expertise and execution.

You will be responsible for supporting the Edison Works SDS technology within the environment. You will interact with other skilled IT technicians, System Administrators and System Engineers. You will work our internal customers, Aerospace engineers, and provide technical answer, solutions and support to enable them to perform their duties. Your priority is high level customer service with technical resolution as a priority.

Job Description
The Advanced Fighter Aircraft Programs are a key growth area within the GE Edison Works organization with revenue growing 4x over the next 5 years. This cross functional organization consists of program management, operations, engineering, supply chain, digital technology, and security/IA who are partnering to deliver that growth. Come join the Digital Technology team who is critical to the success of these efforts!

Roles and Responsibilities

In this role, you will:
  • Research, troubleshoot and lead resolution of issues involving all aspects of customer-facing solutions, including (but not limited to) user interface, product functionality, application performance, data collection/storage, analytics, and customer data.
  • Review end-to-end customer support processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success.
  • Interface directly with customers to triage hardware, software and application-related issues and drive prompt resolution by working with cross-functional business teams.
  • Provide timely, proactive communications to stakeholders on significant issues and developments.
  • Develop and report on metrics, including operational metrics, case statistics, and customer surveys.
  • Serve as the single point of contact for the customer via verbal and written communication.
  • Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content.
  • Participate in key initiatives as a project member owning tasks and delivering results to achieve defined project goals.

Education Qualification

Bachelor's degree from accredited university or college with minimum of 2 years of professional experience OR Associates degree with minimum of 5 years of professional experience OR High School Diploma with minimum of 7 years of professional experience

Note: Military experience is equivalent to professional experience

Eligibility Requirement:

-Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job.

Required Skills:
  • Possess excellent customer service skills, detail oriented and possess excellent organizational skills
  • Solid writing and communication skills
  • Solid IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary
  • Experience with basic computer networking and common end user trouble shooting: Windows operating systems, and basic networked applications
  • Proven knowledge of basic PC troubleshooting of Windows 10, Microsoft Office applications, single or multiple technology stacks (networking, storage devices, Linux, or VmWare) and local and/or network printers
  • Ability to follow through multiple issues in a fast-paced environment with dynamic priorities
  • Must be able to obtain security clearance and complete Sec+ certification


Desired Characteristics Technical Expertise:
  • E xperience in sustainment engineering, technical customer support, or software development
  • Experience in ServiceNow or other ITIL IT Service Management solutions
    Proficient with common desktop applications such as Excel, Word, PowerPoint
  • Hands on operations experience with multiple application, OS and network level support


Preferred Certifications:

• Security+

• CompTIA A+

&
Pay
N/A
Hours
Full time
Type
Contract
Rating
N/A
Licence
N/A

Posted 13 May 2022

Closes 11 Jun 2022

Ref: R3641626

This job was posted to: Airline IT

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