2nd Line Support Engineer

Job description

2nd Line Support Engineer

Airbus Defence & Space Newcastle (ex Astrium SV Infoterra)

Airbus is a global leader in aeronautics, space and related services. In 2016, it generated revenues of € 67 billion and employed a workforce of around 134,000. Airbus offers the most comprehensive range of passenger airliners from 100 to more than 600 seats. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as Europe's number one space enterprise and the world's second largest space business. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide.

Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each other's expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary - on the ground, in the sky and in space.

Description of the job

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.

Desired profile

Tasks & accountabilities

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.

Required skills

We are looking for candidates with the following skills and experience:

Essential

¤ 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.

Desirable

¤ 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.