Sr. End User Support Engineer
| Company | GE Aerospace |
|---|---|
| Location | Grand Rapids, MI, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s Degree in Computer Science or ‘STEM’ Majors (Science, Technology, Engineering and Math) with a minimum of 4 years of professional experience
- Able to hold and maintain active US DOD ‘Top Secret’ Security Clearance
- This role requires use of technical data subject to U.S. Government contract restrictions and this posting is only for U.S. Citizens
- Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job.
Responsibilities
- Respond to and track reports from internal and external customers.
- Provide initial triage, with goal to handle more issues over time with familiarity/skillset.
- Oversee defined IT processes ensuring correct execution; identify and communicate issues and variances when found.
- Interact with customer systems (logins, copying down files, configuring software, etc.).
- Enter bugs and feature requests in tracking systems.
- Build, test, and deploy full-stack technology solutions, including networking, Windows workstations & servers, Linux, High Performance Computing Clusters, storage, security tools, and applications in secure areas.
- Documentation of problem-solving steps into a growing knowledge base.
- Track distribution of support issues to look for optimization possibilities.
- Identify processes and applications having problems, scan through error logs and source code, help determine reproduction paths.
- Investigate of software crashes, with potential to code bug fixes.
- Proactively reduce future support burden through identification of improvement opportunities.
- Resolve day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives.
- Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.
Preferred Qualifications
- Experience in sustainment engineering, technical customer support, or software development
- Experience in ServiceNow or other ITIL IT Service Management solutions
- Proficient with common desktop applications such as Excel, Word, PowerPoint
- Hands on operations experience with 24x7x365 technical operations, including (but not limited to) multiple applications, OS, and network level support
- Experienced in design, performance, availability and scalability of infrastructure
- Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives
- Ability to manage to aggressive deadlines while staying true to strategic outcomes
- Ability to understand and communicate complex business, and technical issues clearly and accurately
- Ability to translate vision/mission into actionable, quantitative plans
- Ability to influence and build strong relationships with peers and senior managers in various geographical locations
- Strong analytical, planning and organizational skills to manage multiple tasks and processes effectively
- Excellent written and verbal communication skills
- Ability to work independently on projects
- Sharp eye for detail
- Highly collaborative, team-oriented individual
- Positive, enthusiastic and confident attitude
- Security+
- CompTIA A+
- MCSE