Airbus
Public Safety
CustomerSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Engineer at Airbus. Skills: Customer Support, Incident Management, Problem Management, Radio Communication Networks. Restore PMR system operating status. Analyze faults in customer incidents”
What You'll Achieve.
Restore defined operating status of a PMR system; Achieve high first-time fault resolution rate
Industry & Context.
Solution oriented; Analytical
Security clearance
What They're Looking For.
Must Have
Several years of professional experience (up to 3 years) in an ITIL-based service or help desk, Experience in incident and problem management, Solid understanding in at least one special field (e.g., elements of radio communication networks (4G/5G, TETRA, TETRAPOL, DMR, … infrastructure, access networks, applications and tools or in IP backbone or IT security, virtualization technologies), Communication skills in English and Swedish (written and spoken), Ability to work in a team cooperating, taking initiatives, showcasing assertiveness, Ability to also work independently, being solution oriented, structured, analytical and efficient, Security clearance
Nice to Have
Knowledge of Nokia DX platform
What You'll Do.
Restore PMR system operating status
Analyze faults in customer incidents
Maintain contractually agreed service levels
Control escalation processes
Manage incidents and problems
Implement solutions and workarounds
Handle diagnostic tools and equipment
Identify and prove product/software faults
Develop reproducible procedures
Create statistics on defect patterns
Ensure fault-free operation
Perform regular maintenance
Service technical support system
Carry out integration tasks
Coordinate integration with other teams
Plan and conduct tests
Configure and develop test environment
Set up and configure test equipment
How You'll Work.
Team & Collaboration
Work with product team; Coordinate with other teams; Cooperating in a team
Communication Scope
Communication skills in English and Swedish (written and spoken)
Full Job Description
****Job Description:**** Join Our Team as a **Customer Support Engineer** in Stockholm! _If you 're seeking a role where your expertise serves a greater purpose, then this opportunity is tailor-made for you. As our Customer Support Engineer, you will be at the forefront, connecting those who protect. _ Does this align with your aspirations? **Let’s take a closer look at your role** As a valued member of our team specializing in the Public Safety sector, your primary objective revolves around restoring the defined operating status of a PMR (Professional Mobile Radio) system (Incident Management) as quickly as possible. Your specific tasks include: _Incident Management_ * Analyzing faults in customer systems; taking over incidents and technical requests from the Service Desk * Maintaining and controlling the contractually agreed service levels * The control of and compliance with the escalation processes * Incident/problem management to product support; interface to 3rd level product support / technical solution and to the service desk * Implementation of solutions and workarounds for technical problems of the customer via remote access and / or on-site assignments _Problem Management_ * The implementation of problem management with colleagues’ support; safe handling of all necessary diagnostic tools and measuring equipment for the comprehensive recording of debug information with provision of the necessary indications to 3rd level support. * Responsible with support for identifying and proving product / software faults to 3rd level support / the manufacturer by developing reproducible procedures to force system failure. * Creation of meaningful statistics on defect patterns with derivations on serial defects * Knowledge management to ensure a high first-time fault resolution rate in the service desk _Other tasks_ * Ensure fault-free operation and regular maintenance and servicing of the technical support system in the laboratory * Carry out integration tasks of indiv
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