Job Description Summary
At Avio Aero, a GE Aerospace Business, we've been reimagining the power of flight for more than 100 years. We are specialized in the design, production and maintenance of components and systems for both the civil and military aviation.
The End User Support Specialist will be responsible for providing deskside support to business in office environment and occasionally in special environments like manufacturing shop floors, warehouses, labs or similar one, focusing on customer service and prompt incident ticket resolution.
Job Description
Essential Responsibilities
Be a focal point for customer interaction and support for all local IT issues including client, mobility, wireless, AV, conference room, Telepresence, physical connectivity, non-PC IT devices (e.g. desktop/label printers, plotters, scanners) but also specific manufacturing/shop floor related client equipment like computers, rugged iPads including standard IT tools and associated specific client applications
Be responsible for Installation, Move, Add and Change (IMAC) for special environment clients
Ensure all business policies and standards related to client services and IT security and compliance are being met
Partner with Digital Technology Team on new technology introduction projects or initiatives to ensure the site/campus is prepared to deploy and support the new solutions (LAN Refresh, WAN upgrades, Security patching, etc) and additional specific support when needed
Provide specific training & document instructions to users (if/when required)
Manage local Server backup/restore Tape management provide tape exchange for backup and restore services
Provide "best-in-class" customer experience for collaboration and digital workplace technologies
Provide support to users in presence or by remote through the telephone or Teams session - including screen sharing or direct access to the user's machine
Analyze and resolve complex hardware and software issues
Maintain/resolve all open incidents/tasks within ticket queue in a timely manner
Drive and deliver a customer service approach for IT support issues using any available tools and resources
Establish working relationships with customers
Qualification/Requirements
Bachelor's Degree in Computer Science, Information Management or other technical/IT field or High School Diploma with proven experience
Experience with client (PC) technologies and support services
Availability to work out of the office where the specific shop is located
Fluent in Italian and good English knowledge, both spoken and written
Work Visa and Italian citizenship, in accordance with local regulation, is required
Eligible to be security-cleared under Italian National Security Framework - "Nulla Osta Segretezza" (art. 9, comma 4 Legge 3 agosto 2007, n. 124)
Desired Characteristics
Experience with basic computer networking
Experience with Windows, Unix/Linux, Mac, iOS, Android operating systems
Experience with Microsoft Office and common collaboration tools (MS Teams and Skype Broadcast, AV Cisco Telepresence equipment)
Customer oriented and focused on execution
Capability to manage to aggressive deadlines while staying true to strategic outcomes
Ability to manage multiple, simultaneous tasks, client relationships and expectations
Excellent communication skills and the ability to interface with customers with confidence and clarity
Highly collaborative, team-oriented individual
What we offer
Smart working and work life-balance
Avio Aero, when possible, promotes remote work and encourages a good, healthy and satisfying work-life balance. We value our employees' wellbeing; hence we offer a variety of improvement programs aimed to preserve anyone's psychological safety and daily needs.
Total Rewards
At Avio Aero, we understand the importance of Total Rewards. As a new joiner to Avio Aero we are pleased to offer the following welcome benefit plan:
Performance related bonuses and local bonus scheme
Flexible benefits platform
GE share plan
Life and injury insurance
Private medical cover
Employee assistant program
Employee special awards (service and recognition)
Local special agreements and discounts
English and languages training for you and one member of your family
Technical, Leadership and development trainings
Inclusion & Diversity
Avio Aero is proud to be an Equal Opportunity Employer and we are strongly committed to maintain an inclusive and diverse environment. Every employment decision is taken regardless to national or ethnic origin, religion, sexual orientation, gender identity or expression, age, disability, etc.
We are not all the same. Just be Yourself @AvioAero!
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