Sr. End User Support Engineer

GE Aerospace; Grand Rapids (MI); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company in the aviation sector seeks a Sr. End User Support Engineer to enhance customer support and IT processes. This role involves troubleshooting, technical support, and collaboration across various teams to drive growth and efficiency. Candidates should possess a Bachelor's in Computer Science, relevant experience, and the ability to manage complex technical issues. Join a dynamic team committed to innovation and excellence in the aerospace industry.

Benefits

Professional Development

Competitive Compensation

Qualifications

• Minimum 4 years of professional experience.
• Must hold US DOD 'Top Secret' Security Clearance.

Responsibilities

• Respond to and track reports from internal and external customers.
• Build, test, and deploy full-stack technology solutions.
• Resolve day-to-day issues related to strategy implementation.

Skills

Technical Customer Support

Analytical Skills

Communication

Education

Bachelor's Degree in Computer Science

Tools

ServiceNow

Excel

Word

PowerPoint

Job description

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Job Description Summary

Edison Works’ Advanced Programs are a key growth area in GE Edison Works, GE Aviation and GE Aviation MSO portfolio with revenue growing 2x over the next 5 years. This cross functional organization partners across product management, engineering, ops, supply chain, DT and security to deliver that growth! Come join the DT team who is critical to success of the scale!

Roles and Responsibilities

• Respond to and track reports from internal and external customers.
• Provide initial triage, with goal to handle more issues over time with familiarity/skillset.
• Oversee defined IT processes ensuring correct execution; identify and communicate issues and variances when found.
• Interact with customer systems (logins, copying down files, configuring software, etc.).
• Enter bugs and feature requests in tracking systems.
• Build, test, and deploy full-stack technology solutions, including networking, Windows workstations & servers, Linux, High Performance Computing Clusters, storage, security tools, and applications in secure areas.
• Documentation of problem-solving steps into a growing knowledge base.
• Track distribution of support issues to look for optimization possibilities.
• Identify processes and applications having problems, scan through error logs and source code, help determine reproduction paths.
• Investigate software crashes, with potential to code bug fixes.
• Proactively reduce future support burden through identification of improvement opportunities.
• Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives.
• Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.

Minimum Qualifications

• Bachelor's Degree in Computer Science or STEM Majors with a minimum of 4 years of professional experience.
• Able to hold and maintain active US DOD "Top Secret" Security Clearance.
• This role requires use of technical data subject to U.S. Government contract restrictions and this posting is only for U.S. Citizens.
• GE will require proof of status prior to employment.

Eligibility Requirement

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job.

Desired Characteristics

Technical Expertise:

• Experience in sustainment engineering, technical customer support, or software development.
• Experience in ServiceNow or other ITIL IT Service Management solutions.
• Proficient with common desktop applications such as Excel, Word, PowerPoint.
• Hands on operations experience with 24x7x365 technical operations, including (but not limited to) multiple applications, OS, and network level support.
• Experienced in design, performance, availability and scalability of infrastructure.

Business Acumen:

• Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives.
• Ability to manage to aggressive deadlines while staying true to strategic outcomes.
• Ability to understand and communicate complex business, and technical issues clearly and accurately.
• Ability to translate vision/mission into actionable, quantitative plans.

Personal Attributes:

• Ability to influence and build strong relationships with peers and senior managers in various geographical locations.
• Strong analytical, planning and organizational skills to manage multiple tasks and processes effectively.
• Excellent written and verbal communication skills.
• Ability to work independently on projects.
• Sharp eye for detail.
• Highly collaborative, team-oriented individual.
• Positive, enthusiastic and confident attitude.

Preferred Certifications

• Security+
• CompTIA A+
• MCSE

Note

To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, focus on the substantive level of experience required and do not specify a minimum number of years.

This Job Description provides a high-level overview of the role but does not restrict or expand duties beyond the employment contract.

Additional Information

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Aerospace will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Aviation and Aerospace Component Manufacturing