Implementation & Support Engineer USA
7 days ago
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 EngineerWe 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.
- 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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