Triumph Group designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer.
Triumph participates at all levels of the aerospace supply chain from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage.
(This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.)
Research, resolve, and respond to end-user issues/problems/questions received via email, telephone calls, walk-ups, etc., and provide hardware, and application support, such as PC, Network Printers, Smartphones, in accordance with current standards and SLA's
Work with users to appropriately diagnose the nature of their problems and resolve software, hardware and telephone device issues as well as access requests and other support requests/troubleshooting
Responsible for imaging, configuration and deployment of new Windows 7 workstations and any/ all Desktop software
Support as required for Radio Frequency devices, Handhelds and Wireless Access Points
Answer inquiries received at the Help Desk and accurately classify, prioritize and record the service requests
Special projects as identified
The Field Support Technician serves as first level field support for company sites. The primary responsibility of this role is to be the first line of IT support for local and remote users. This position is responsible for responding to IT support requests from end users via incoming telephone calls/email communications/trouble tickets and assisting on users requests (or escalate as required), and other duties as assigned. Due to the customer facing nature of this role, interpersonal and communication skills are crucial.
Field Support Technicians may be asked by the Service Desk Manager to assist the Help Desk Call Center for a predetermined amount of time, especially during peak hours or when Help Desk support staff is unavailable.
Build strong relationships with team members and develop effective team processes to meet organizational goals
Build core standards and policies to help frame a solid, easy to manage environment for customers and IT personnel.
Contribute to the efficiency and improvement of the IT organization by identifying, resolving, and eliminating the cause of the issues
EDUCATION AND EXPERIENCE:
Minimum 2 years of experience supporting applications, hardware, and windows operating systems
Experience in supporting an environment of > 500 users
Hold a valid driver's license with a clean record
Safely drive a company vehicle within the site to provide hands on support for the location
Knowledge in Microsoft operating systems and office products
Experience with Dell computer equipment
Printer configuration and support
Networking - Cisco switches and wireless AP's
Cisco VoIP phones and systems
Engineering based software solutions such as Catia, eNovia
MES and other A&D Shop Floor applications
Excellent Customer Support skills
Able to work within a fast paced, changing, high energy environment
Able to communicate effectively within a virtual team environment
Strong analytical, quantitative and problem-solving skills
Able to work independently with limited supervision
Proactive; internal drive to continuously and successfully meet goals
Focused on continuous process improvement
Able to lift and carry equipment such as printers, PC's and monitors:
Must be able to lift up to 40 lbs.
Able to push/pull up to 20 lbs.
Able to carry 10 lbs. or less
Able to climb up to 3 flights of stairs