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Service Desk Technician

4 months ago

McLean, United States Aireon LLC Full time

**Company Overview**

Aireon has deployed the world’s first and global space-based air traffic surveillance system, which is revolutionizing the entire aviation industry. The Aireon system provides real-time aircraft monitoring spanning never before covered areas of the planet, including remote, oceanic and polar regions. Aireon’s receivers are hosted on the Iridium constellation, which consists of 66 operational satellites in low-earth orbit and utilizes a unique cross-linked satellite architecture creating a web of coverage around the world. The Aireon system enables safer, more efficient and more environmentally friendly aviation travel, resulting in significant CO2 emission reductions. Numerous Air Navigation Service Providers have already signed on as customers and are receiving Aireon’s space-based ADS-B data, including NAV CANADA, NATS (UK), Naviair (Denmark), Enav (Italy), the Irish Aviation Authority, Civil Aviation Authority of Singapore, Air Traffic and Navigation Services (South Africa) and more.

**What You'll Do**
- Shift work with additional on-call duty as required:Some weekend and holiday work required.
- Positions are benefits eligible. Vacation/floating holidays will be pro-rated.
- Monitor data network devices and overall network health and performance.
- Log detailed operations reports pertaining to maintenance and incident response for a global aircraft surveillance tracking system.
- Manage and communicate service change and repairs to end users and stakeholders.
- Monitor dashboards and other event/fault management tools, for system, network and performance metrics, alerts, and component failures.
- Follow documented plans, processes, policy and procedures.
- Log all activity related to the operations and maintenance of the surveillance system, including scheduled checklists, ad hoc activity, and unplanned events.
- Responsible for incident response, troubleshooting, and resolution per policies and procedures.
- Mitigate and troubleshoot service outages, system and network outages, and performance issues.
- Manage international customer and stakeholder communications, including incidents and support requests.
- Take appropriate action toward resolving system and network problems as they appear or as they are reported by customers or other stakeholders.
- Determine additional required resources based on the severity or type of event.
- Issue and manage service interruption reports to international customers.
- Remotely support installation of various computer hardware and software and bringing systems on-line.
- Implement technical solutions to mitigate outages or performance issues.
- Collaborate with engineering, network operations, security operations, and system administrators to ensure operational quality and integrity, and support overall system testing.

**Required Qualifications**
- Exceptional customer service and communication skills, including written and oral communication skills for discussing issues with Engineering and Operations staff, and international customers.
- Excellent interpersonal and continuous improvement skills.
- A self-motivated, task-oriented, and creative individual with the ability to solve problems.
- 2+ years of recent experience in Command Center Operations, Network Operations, Technical Support, Event/Fault Monitoring and/or Incident Management for complex server and networking systems and/or a Bachelors/Associates degree with equivalent experience.
- 3+ years of direct Customer Service and/or IT Helpdesk Experience
- Ability to troubleshoot, analyze and resolve complex technical problems.
- Possess technical skills and experience to understand incidents typical of a networked server environment, and the underlying problems causing them.
- Adherence to policies, procedures, and controls especially regarding safety and security considerations, customer service, incident and change management, and information protection.
- Working knowledge of issue tracking/ticketing systems such as Jira, Remedy, Service Cloud, etc.
- Experience with and understanding of Service Level Agreements (SLAs).
- Aireon is certified to provide surveillance as a service to global customers in a safety-critical industry. Service Desk Technicians are a critical part of this service and are required to reach and maintain an acceptable standard of competency. This is measured through assessment that is renewable annually.

**Desired Qualifications**
- Familiarity/working knowledge of networking Security, networked addressed storage, web and computer server administration, and SNMP
- Technical skills to understand incidents typical of a networked, international aircraft surveillance system-of-systems, and the underlying problems causing them.
- Professional certifications such as ITIL foundation, Network+ or CCNA
- Experience with aviation, aerospace, military, government, safety, and security.
- Air traffic control, flight operation, safety training and related aviation ex