Implementation and Support Specialist

2 weeks ago

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

AeroCloud Systems is a leading provider of intelligent airport management software, leveraging cutting-edge technology to deliver innovative solutions to the aviation industry.

Job Title: Implementation and Support Engineer

We are seeking an experienced Implementation and Support Engineer to join our Delivery, Implementation and Support (DIS) team in the US. This role will be responsible for ensuring the successful deployment and support of our software and associated equipment in airports across the US and neighboring territories.

Key Responsibilities:
  • Manage the successful implementation and go-live support of AeroCloud software and customer expectations, escalating and resolving delivery issues as required in coordination with the project manager.
  • Deliver on-site product troubleshooting training to airport IT employees.
  • Regular and transparent reporting 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 imaging and configuration of PCs and other hardware equipment.
Requirements:
  • At least 2 years' experience delivering hardware installations within airport environments.
  • Experience working in a service helpdesk and familiarity 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 and managing domain equipment using Active Directory.
  • 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 is advantageous.
  • Cloud infrastructure experience with Azure and AWS is also advantageous.
What We Offer:
  • Competitive salary.
  • 20 days annual leave + statutory holidays.
  • Take your birthday off work on us.
  • Extensive upskilling and training.
  • Company-funded health insurance.
  • Company-funded dental and vision insurance.
  • Share Options Scheme.

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