Job description

The Tier 1 Maintenix Helpdesk Technician should have excellent communication and troubleshooting/problem-solving skills along with a friendly attitude with the ability to work in a team environment. Technicians should also have aircraft maintenance experience to provide the necessary support. The technician will be responsible for answering customer calls, providing a solution, or properly escalating the solution to appropriate individuals. Once the issue is identified, all correspondence is to be handled in a tracking system. Technical support specialists in this group typically handle straightforward and simple problems (i.e.: answering customer questions, troubleshooting program/data issues, maintaining data quality, and communicating with customers, documenting customer business process, assistance with navigating around application menus, etc.). Personnel at this level have a general understanding of the product or service and aim to handle 70%-80% of user problems before escalating the issue to a higher level The position is located on site at the customer’s GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism. The target salary range for this position is $20–$25 hourly , with individual offers based on each candidate’s relevant skills, experience, and qualifications. Consistent with our merit-based pay practices, we may consider higher compensation for candidates who can contribute beyond the role’s stated scope and take on broader responsibilities. Responsibilities: • Customer support (primarily by phone, email, in person) • Excellent phone communication skills • Maintain data quality • Excellent documentation skills • Monitor and respond quickly and effectively to requests received from customers. • Monitor service desk for tasks assigned to the queue, and process on a first-in first-out basis with respect to task priority • Follow up on outstanding requests and ensure timely resolution • Utilize and maintain the helpdesk tracking software • Analyze data discrepancies and provide/perform solution. • Active listening, and ability to clearly communicate solutions to customer • Create detailed instructions to solve customer issues. • Test software. • Reports higher level issues to a Tier II technician • Other duties may be added and/or assigned as needed • Document step by step instructions of problems worked on. • Some mild scripting experience would be helpful (SQL/Batch/ETC) Formal Education & Certifications • College diploma or university degree in the field of computer science, information systems, mathematics, engineering, economics, or another related field Knowledge and Experience • 1 year + Aircraft Maintenance experience • 2 years+ experience working in professional environment or aerospace industry • Exposure on Jira ticketing tools • Experience working in a 24/7 environment • Basic understanding of SQL • Data analytics Preferred Knowledge and Experience • 1 year+ experience with Microsoft Excel • 1 year+ experience with SQL and Microsoft SQL Server • Experience working in configuration management or engine maintenance Personal Attributes • Exceptional interpersonal skills, with a focus on listening and questioning skills • Excellent communication skills with customers, the team and management. • Elevated sense of urgency and criticality of situations. • Solid relationship management and performance management skills • Strong customer service orientation • Proven analytical and problem-solving abilities • Ability to effectively prioritize and execute tasks in a high-pressure environment • Good written, oral, and interpersonal communication skills • Ability to conduct research into data, process or software issues as required • Ability to present ideas in a business-friendly and user-friendly language • Highly self-motivated and directed • Keen attention to detail • Team-oriented and skilled in working within a collaborative environment • Must be willing and able to pass a background investigation and drug screening Work Conditions • 40-hour on-site at GOC • Some travel may be required • Sitting for extended periods of time • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components Tsunami Tsolutions offers a comprehensive benefits package for eligible employees, including medical, dental, and vision coverage; a 401(k) with company match; paid time off and holidays; and life and disability insurance. Additional options include an HSA-compatible medical plan with fully company-paid premiums, vision coverage at no additional cost when enrolled in a medical plan, and voluntary benefits such as pet insurance, supplemental life, accident, critical illness, and hospital indemnity coverage. Benefits are subject to eligibility requirements and plan terms.

Requirements

Must-haves

The position is located on site at the customer’s GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism.
Customer support (primarily by phone, email, in person)
Excellent phone communication skills
Maintain data quality
Excellent documentation skills
Monitor and respond quickly and effectively to requests received from customers.
Monitor service desk for tasks assigned to the queue, and process on a first-in first-out basis with respect to task priority
Follow up on outstanding requests and ensure timely resolution
Utilize and maintain the helpdesk tracking software
Analyze data discrepancies and provide/perform solution.
Active listening, and ability to clearly communicate solutions to customer
Create detailed instructions to solve customer issues.
Test software.
Reports higher level issues to a Tier II technician
Other duties may be added and/or assigned as needed
Document step by step instructions of problems worked on.
Some mild scripting experience would be helpful (SQL/Batch/ETC)
Formal Education & Certifications
College diploma or university degree in the field of computer science, information systems, mathematics, engineering, economics, or another related field
Knowledge and Experience
1 year + Aircraft Maintenance experience
2 years+ experience working in professional environment or aerospace industry
Exposure on Jira ticketing tools

Nice-to-haves

Preferred Knowledge and Experience

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

sqljira

Platform: breezy
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off