Job Description SummaryResponsible for providing “best-in-class” customer experience for collaboration and digital workplace technologies. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position is responsible for both working di
JSfirm

End User Support Engineer

GE Aerospace • 
Evendale, Ohio, United States
Position Type: Permanent
Job Description:
Job Description SummaryResponsible for providing “best-in-class” customer experience for collaboration and digital workplace technologies. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position is responsible for both working directly with customers, as well as providing technical leadership and to facilitate the adoption of new technologies and tools.

Job Description

Roles and Responsibilities

  • In this role, you will:
  • 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.
  • 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.

Required Qualifications

  • Bachelors Degree or (or High School Diploma / GED from an accredited school or institution with a minimum 4 years of experience in supporting and maintenance of technology systems.)

Desired Characteristics

  • Humble: respectful, receptive, agile, eager to learn​
  • Transparent: shares critical information, speaks with candor, contributes constructively​
  • Focused: quick learner, strategically prioritizes work, committed ​
  • Leadership ability: strong communicator, decision-maker, collaborative​
  • Problem solver: analytical-minded, challenges existing processes, critical thinker

Technical Expertise:

  • Experience in sustainment engineering or technical customer support
  • Hands on operations experience with multiple application, OS and customer level support
  • Experience with basic computer networking and common end user trouble shooting
  • Experience with Windows, Mac, iOS, Android operating systems


Business Acumen:

  • Ability to manage to aggressive deadlines while staying true to strategic outcomes
  • Ability to communicate effectively with technical and non-technical communities
  • Ability to understand and communicate complex business, and technical concepts clearly and accurately
  • Demonstrated customer focus


Personal Attributes:

  • Project management skills; demonstrated ability to deliver on-time and on-budget
  • Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
  • Excellent communication skills and the ability to interface with customers with confidence and clarity
  • Ability to work independently on projects and a sharp eye for detail
  • Highly collaborative, team-oriented individual
  • Positive, enthusiastic and confident attitude

Additional Information

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: No

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