Customer Support Engineer

Job Description:

Join Our Team as a Customer Support Engineer in Stockholm!

If youre seeking a role where your expertise serves a greater purpose then this opportunity is tailor-made for you. As our Customer Support Engineer you will be at the forefront connecting those who protect.

Does this align with your aspirations

Lets take a closer look at your role

As a valued member of our team specializing in the Public Safety sector your primary objective revolves around restoring the defined operating status of a PMR (Professional Mobile Radio) system (Incident Management) as quickly as possible.

Your specific tasks include:

Incident Management

• Analyzing faults in customer systems; taking over incidents and technical requests from the Service Desk

• Maintaining and controlling the contractually agreed service levels

• The control of and compliance with the escalation processes

• Incident/problem management to product support; interface to 3rd level product support / technical solution and to the service desk

• Implementation of solutions and workarounds for technical problems of the customer via remote access and / or on-site assignments

Problem Management

• The implementation of problem management with colleagues support; safe handling of all necessary diagnostic tools and measuring equipment for the comprehensive recording of debug information with provision of the necessary indications to 3rd level support.

• Responsible with support for identifying and proving product / software faults to 3rd level support / the manufacturer by developing reproducible procedures to force system failure.

• Creation of meaningful statistics on defect patterns with derivations on serial defects

• Knowledge management to ensure a high first-time fault resolution rate in the service desk

Other tasks

• Ensure fault-free operation and regular maintenance and servicing of the technical support system in the laboratory

• Carry out integration tasks of individual hardware and/or software elements with a variety of functions and links and implement them in coordination with other teams in a complex system environment

• Plan and conduct tests if necessary with the involvement of the customer

• Configure and further develop the test environment setting up/configuring/documenting test and measurement equipment

Why choose us

Were in the business of tackling cool projects with top-notch tech. Which means:

Purpose: With us you make a difference every day contributing to projects that directly impact public safety and security.

Multicultural Environment: Joining a vibrant team where collaboration knows no borders provides you an enriching opportunity to expand your horizons and work on diverse projects across various countries and cultures.

Company Culture: You become part of a collaborative culture that fosters diversity. Together were on a transformative journey embracing new ways of working through open communication and cooperation nurturing meaningful change.

Skillset Development: With ongoing projects and new tenders constantly on the horizon theres ample room for growth and a chance to expand your expertise in diverse domains.

Hybrid Working: We believe in flexibility that supports the well-being of our employees and at the same time value the face to face encounters at the office. According to our hybrid working model you can work up to 2 days per week remotely.

Lets talk about you who is set to thrive in this position

In this role we need a seasoned technical expert who excels in our multicultural environment and has completed relevant degree in e.g. electrical or communications engineering or computer science or similar.

You have several years of professional experience (up to 3 years) in an ITIL-based service or help desk and in incident and problem addition you have solid understanding in at least one special field (e.g. elements of radio communication networks (4G/5G TETRA TETRAPOL DMR infrastructure access networks applications and tools or in IP backbone or IT security virtualization technologies).

In addition we appreciate

• Sound experience in dealing with CRM and trouble ticket systems

• Experience in configuration commissioning and troubleshooting in one or more of the following domains:

  • digital radio/mobile radio systems 3/4/5G including subscriber management systems

  • Operating systems (UNIX/Linux/Windows)

  • IT systems IP networks and network management systems (NMS)

  • IT security architectures and network hardening techniques

  • TETRA/TETRAPOL/DMR networks providing mission and business critical communication services

• Process and application knowledge in the use of trouble ticket systems

• Confident handling of databases and database-based applications

• ITIL Foundation as well as understanding and theoretical mastery of the ITIL functions Service Desk Incident Management and Problem Management.

• Ability to document clearly and factually

• Knowledge of Nokia DX platform is a plus

One of Airbus values is customer centric and this role demands strong interpersonal skills in order to provide a high level of service to our customers. This materializes e.g. in

• Strong communication skills in english and swedish (written and spoken)

• Ability to work in a team cooperating taking initiatives showcasing assertiveness

• Ability to also work independently being solution oriented structured analytical and efficient

If youre someone who relishes the opportunity to take charge innovate and deliver results without constant micromanaging then youre the ideal fit for our team.

Let us hear from you!

Please apply by submitting your CV cover letter and salary expectation.

This position requires a security clearance.

Airbus team plays a vital role in supporting those who secure preserve prevent and defend. With a profound expertise in crafting mission-critical solutions were not just changing the game in aerospace we are creating a better-connected safer and more prosperous world.

We offer advanced communication and collaboration solutions compliant with the highest standards of security and reliability both for mission and business critical users. And we need new minds to join our journey to break the borders of the ordinary.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

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