Customer Support Engineer

Airbus; Stockholms kommun; Hybrid; SEK 550,000 - 750,000; Full time

Job summary

Airbus DS Sweden is seeking a Customer Support Engineer in Stockholm to restore PMR system operation quickly. You will analyze faults, manage incidents, and coordinate with 3rd level support in a multicultural, hybrid environment.

A relevant degree and ITIL-based experience are required, with Swedish and English language proficiency. You will also handle problem management, create useful defect statistics, and ensure high first-time fault resolution.

Qualifications

• Degree in electrical/comms engineering, computer science, or equivalent.
• Experience in ITIL-based service desk and incident/problem management.
• Knowledge of radio networks (4G/5G, TETRA, DMR) and IT security is beneficial.
• Ability to document clearly and collaborate in a multicultural team.
• Knowledge of Nokia DX platform is a plus.

Responsibilities

• Analyze faults in customer systems and manage incidents from the service desk.
• Maintain and enforce service levels and escalation processes.
• Perform incident/problem management and coordinate with 3rd level support.
• Implement solutions/workarounds remotely or on-site.
• Support integration and testing with customers as needed.

Skills

Customer support

Incident Management

Problem Management

CRM systems

Trouble ticket systems

ITIL Foundation

Communication skills

Swedish

English

Education

Bachelor's degree in Electrical/Communications Engineering or Computer Science

Tools

CRM platforms

Nokia DX platform

Unix/Linux/Windows knowledge

Job description

Job Description

Join Our Team as a Customer Support Engineer in Stockholm!

If you're 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?

Let’s 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.

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?

We’re 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, we’re 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, there’s 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.

Let’s 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 a 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 management. In 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 you’re someone who relishes the opportunity to take charge, innovate, and deliver results without constant micromanaging, then you’re the ideal fit for our team.

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, we’re 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 Company’s success, reputation and sustainable growth.

Company

AIRBUS DS SLC Branch Sweden

Contract Type

Permanent

Experience Level

Professional

Job Family

Customer Eng.&Technical Support&Services

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail] .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.