IT Technical Specialist II

As a member of the Safran Seats business, you play a major role in teamwork that provides over one million seats to major airlines worldwide. Our commitment to superior quality, comfort and innovation ensure that you can take pride in doing meaningful work that supports the needs of passengers and crews alike.

No matter your role, you connect and collaborate with your fellow team members to bring state-of-the-art, high value-added solutions to market. Because we are one of the few original equipment manufacturers (OEMs) to offer an all-inclusive range of passenger seats for commercial aircraft, you'll do impressive work that supports passengers in a variety of seating options, from economy to first class.

1. Occupational Summary (Position Objective & Authorities)

Objective:

The IT Technical Specialist 2 demonstrates advanced technical knowledge, primarily in desktop computing and end-user customer support and act as an escalation point for more complex issues. Responsibilities include handling support calls, troubleshooting, and resolving desktop, basic LAN, and proprietary application issues within a Windows 10 & 11 environment. They will ensure thorough documentation and follow-up within the IT department's ticketing and tracking system. Additionally, the role involves coordinating PC and printer service and maintenance, placing department RTP orders and receiving.


2. Essential Functions (Duties and Responsibilities)

Main Function Responsibilities:

• Troubleshoots complex computer, peripheral, or related software and hardware issue.
• Act as a subject matter expert in regard to personal computing, and IT process and guidelines.
• Monitor Onboard/Off boarding and deployment delivery on time.
• Manages the ticket queue ensure all tickets are assigned.
• Works closely with Global Service Desk in solving issues.
• Develops scripts and programs to improve IT services.
• In charge of placing RTP for IT supplies and receiving
• Oversees IT Inventory Tool ensure its data accuracy
• Provide data information to project procurement forecast
• Document detailed and accurate technical notes, regarding each user issue and steps taken to resolve it.
• Act as a mentor for lessor skilled and junior technicians and technical interns.
• Keep management apprised of any potential issues and or risks that are identified.
• Laptop/desktop Deployments and Break/Fix (Windows 10 & 11 Environment).
• Printer / Fax Deployments and Break/Fix.
• Hardware/Software installs and upgrades.
• Patch Management.
• User Support and Training.
• Perform Preventive Maintenance.
• Windows Active Directory support.
• VPN Account Setup and Support.
• Desktop Security.
• Anti-virus Management and Support.
• Performs other duties as assigned.

3. Qualification Requirements

A) Education & Qualification:

• A Bachelor's Degree in Information Technology or similar technical field required.
OR
• An Associate's Degree in Information Technology or similar technical field plus 3 years of related IT experience is required.
OR
• A minimum of 6 years IT experience in lieu of degree is required.

Plus Qualifications:
• CompTIA A+ Certification
• CompTIA Network+ Certification

B) Work Experience - Technical knowledge:

• In addition to the education requirement, a minimum of 3 years of experience providing technical and customer support is required.

C) Professional Skills:

• Proficiency with Microsoft Word and Excel.
• Experience in creating deployment images and creating deployment scripts (VB scripts; PowerShell).
• Remote support experience desired.
• VPN troubleshooting desired.
• High level of knowledge with Windows 10 OS and MS product line, PC hardware, Desktop and mobile phones.
• Knowledgeable in supporting a wide range of Dell, Samsung, Microsoft products.
• Understand and apply best practices for building, deploying and securing in a 2,000 – 3,000 node environment.
• Technical knowledge, especially in desktop computing and end-user support.

D) Behavioral Skills:

• Effective verbal and written communication skills, teamwork with strong internal collaboration, and coordination with external departments.
• A strong emphasis on customer support and interaction with upper and senior management is essential, requiring a high degree of tact in sensitive situations.
• Must display strong attention to detail and be able to manage stress.
• Work under pressure with deadlines and juggle multiple projects at the same time.
• Must be able to handle user complaints in a professional manner.
• Exceptional and professional communication skills, both verbal and written are vital.
• Strong organizational and planning skills.
• Excellent multi-tasking, prioritizing and time management skills during high stress situations.
• Complex problem solving.

E) Desirable Aspects:

• Microsoft Configuration Manager (SCCM)
• Software Center
• Microsoft Office 365
• Microsoft certifications
• CMDB
• Python
• Power Shell
• Linux
• Windows 10 & 11
• Dell Drivers
• Bomgar
• Nexthink
• Active Directory
• Basic networking knowledge
• iPhone basic repair skills


Safran Seats USA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.