Implementation & Support Engineer USA

7 days ago


New York, New York, United States AeroCloud Systems Full time
About AeroCloud Systems

AeroCloud Systems is a leading provider of cloud-based airport management software solutions. Our innovative platform helps airports, airlines, and ground handlers to process flights and passengers efficiently and effectively.

Job Title: Implementation & Support Engineer

We are seeking an experienced Implementation & Support Engineer to join our team. As an Implementation & Support Engineer, you will be responsible for ensuring the successful implementation and go-live support of our software solutions at airports across the US and neighboring territories.

Key Responsibilities:
  • Manage the successful implementation and go-live support of AeroCloud software solutions at airports.
  • Deliver on-site product troubleshooting training to airport IT employees.
  • Regularly report on the progress of implementations and deployments to the project team.
  • Provide technical support to customers in a fast-paced environment, resolving issues remotely.
  • Maintain excellent customer service and satisfaction by responding promptly to customer inquiries and concerns.
  • Work with ticketing systems to document and track issues and resolutions.
  • Prioritize and manage multiple support tickets at the same time.
  • Ensure that logged support tickets are reviewed and escalated to provide the highest level of service.
  • Follow change management processes and adhere to Service Level Agreements (SLAs).
  • Assist with the deployment of software updates and patching.
  • Assist with the image and configure PCs and other hardware equipment.
Requirements:
  • At least 2 years' experience delivering hardware installations within airport environments.
  • Experience working in a service helpdesk and familiar with SaaS and remote hardware support.
  • Strong communication and excellent stakeholder management skills.
  • Ability to operate at the highest levels while under pressure.
  • Self-starter approach and relentless ability to investigate issues to the end.
  • Strong working knowledge of Windows-based machines.
  • Managing domain equipment using Active Directory and looking after Windows Server components.
  • Experience with networking, installation, and configuration of network switches, firewall configuration, switch configuration - VLANs, IP Routing, end-user equipment diagnostics.
  • Past knowledge of USB and Serial connected devices would be advantageous.
  • Cloud infrastructure experience with Azure and AWS would also be advantageous.

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