Company Overview

Aireon deployed the world’s first global space-based air traffic surveillance system, providing real-time aircraft monitoring capabilities around the world, including over the poles, over the oceans and in remote areas.

Aireon data enables safer, more efficient and more environmentally friendly aviation travel, resulting in significant CO2 emission reductions. More than 20 Air Navigation Service Providers representing more than 40 countries – including NAV CANADA, NATS (UK), Air Traffic and Navigation Services (South Africa), Airports Authority of India (AAI), and ASECNA (Africa) -- rely on Aireon data to navigate aircraft in their airspaces.

We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and to share in our success.

Position Summary, Job Requirements & Responsibilities

Aireon is certified to provide surveillance as a service to global customers in a safety-critical industry. Service Desk Technicians are an essential part of this service and are required to reach and maintain an acceptable standard of competency. Aireon will provide initial and ongoing training to support competency standards. This is measured through an assessment that is renewable annually. 

What You'll Do

• Shift work with additional on-call duty as required:
  • Some weekend and holiday work required.
  • Positions are benefits eligible. Vacation/floating holidays will be pro-rated.
• Monitor data network devices and overall network health and performance.
• Log detailed operations reports pertaining to maintenance and incident response for a global aircraft surveillance tracking system.
• Manage and communicate service change and repairs to end users and stakeholders.
• Monitor dashboards and other event/fault management tools, for system, network and performance metrics, alerts, and component failures.
• Follow documented plans, processes, policies, and procedures.
• Log all activity related to the operations and maintenance of the surveillance system, including scheduled checklists, ad hoc activity, and unplanned events.
• Responsible for incident response, troubleshooting, and resolution per policies and procedures.
• Mitigate and troubleshoot service outages, system and network outages, and performance issues.
• Manage international customer and stakeholder communications, including incidents and support requests.
• Take appropriate action toward resolving system and network problems as they appear or as they are reported by customers or other stakeholders.
• Determine additional required resources based on the severity or type of event.
• Issue and manage service interruption reports to international customers.
• Remotely support installation of various computer hardware and software and bringing systems online.
• Implement technical solutions to mitigate outages or performance issues.
• Collaborate with engineering, network operations, security operations, and system administrators to ensure operational quality and integrity, and support overall system testing.

Experience & Education Requirements / EEO

Required Qualifications

• Exceptional customer service and communication skills, including written and oral communication skills for discussing issues with Engineering and Operations staff, and international customers.
• Excellent interpersonal and continuous improvement skills.
• A self-motivated, task-oriented, and creative individual with the ability to solve problems.
• 2 years of recent experience in Command Center Operations, Network Operations, Technical Support, Event/Fault Monitoring and/or Incident Management for complex server and networking systems and/or a Bachelors/Associates degree with equivalent experience. 
• 3 years of direct Customer Service and/or IT Helpdesk Experience
• Ability to troubleshoot, analyze and resolve complex technical problems.
• Possess technical skills and experience to understand incidents typical of a networked server environment, and the underlying problems causing them.
• Adherence to policies, procedures, and controls especially regarding safety and security considerations, customer service, incident and change management, and information protection.
• Working knowledge of issue tracking/ticketing systems such as Jira, Remedy, Service Cloud, etc.
• Experience with and understanding of Service Level Agreements (SLAs)

Desired Qualifications

• Familiarity/working knowledge of networking Security, networked addressed storage, web and computer server administration, and SNMP
• Technical skills to understand incidents typical of a networked, international aircraft surveillance system-of-systems, and the underlying problems causing them.
• Professional certifications such as ITIL foundation, Network , or CCNA
• Experience with aviation, aerospace, military, government, safety, and security.
• Air traffic control, flight operation, safety training and related aviation experience.
• Any foreign language experience.

About You

• Desire to Learn and a Positive Attitude
• Ability to Remain Calm in High-Stress Environment
• Ability to Produce Efficient, Accurate Results
• Customer Attentiveness and Sincere Empathy
• Highly Developed Situational Awareness
• Precise and Meaningful Communication
• Flexible Thinking and a Growth Mindset

Perks and Benefits

• Premium medical, dental and vision plan
• Life Insurance and AD&D
• Short Term and Long Term Disability
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement 401K plan with Employer Matching
• Education Assistance and Tuition Reimbursement
• Vacation, Sick Leave, Floating Holidays
• Paid Parental Leave
• Company Sponsored Events
• Employee Referral Program

Aireon is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.

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