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Field support engineer (m/f)

Le 17 septembre

Critères de l'offre

  • Paris (75)
  • CDI
  • Temps Plein
  • Secteur : Systémier / Maître d'œuvre
  • Expérience requise : 3-5 ans , 6-10 ans , 11-20 ans , 21 ans et plus
  • Niveau d'études : Bac. Général , Bac+5, Master - Magistère

L'entreprise : AIRBUS

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.

Description du poste

A vacancy for a Field Support Engineer (m/f) has arisen within Airbus Defence & Space - Secure Land Communication (SLC) in Elancourt (78). You will join France delivery and service team.

Tactilon® AGNET Solution is the SLC collaborative platform for Mission and Business Critical users in mobility that keeps the workforces in constant and real time contact with each other. Two models are adopted to address Mission and Business Critical market segments, respectively "On Premises" (solution hosted in customer environment) and "SaaS" (Cloud based hosting).

You will be responsible for Tactilon® AGNET technical support during the deployment of the solution to new customers and users. You will evolve in close coordination with Airbus SLC France customer project team.

This position will require being eligible for clearance by the recognized authorities.

Tasks & accountabilities

Your main tasks and responsibilities will include:

1/ Setting up and maintaining Service Desk capabilities:

  • Answer Service Desk Customer Queries,
  • Deliver Level 2 Support (Incident management) to ensure customer service continuity,
  • Identify and characterize the incidents,
  • When needed, escalate incident to level 3 support : provide accurate information to level 3 for solution solving, embody the customer with level 3 support,
  • Lead the solution implementation : test the solution and ensure its implementation,
  • Validate with the customer the proper solving of the incident,
  • Track and update the incidents in the management system,

2/ Participate to the change journey of the customer:

  • Participate to AGNET Solution deployment and support the customer in this change of technology,
  • Train the relevant users (trainers, ambassadors or users of the solution),
  • Promote the solution to the customer by leading the change process,
  • Ensure Customer satisfaction,
  • Collect and manage feedback from the customer on the solution.

This role will involve travels in France and as such you must be able to travel accordingly.

The support team is expected to operate in a 24/7 mode and as such you must be able to work on-duty.

Required skills

You will have the following skills and experience:

  • Educated to master degree or equivalent in Computer Sciences, IT or Telecom,
  • 5 to 10 years of experience as a minimum,
  • Experience in IT, Virtualization, Cloud computing, Telecommunication,
  • Knowledge of ITIL processes (a certification might be a plus),
  • Strong customer oriented mindset,
  • Team player and proactive,
  • Ability to work in a demanding environment (meet customer's SLA),
  • Language Skills: French (fluent) and English (intermediate to advanced level).

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Salaire et avantages

Salaire : Salaire selon profil

Référence : JR10071811

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