Date Posted:

2024-05-07

Country:

United Kingdom

Location:

Rockwell Collins UK Limited, 96-99, Queens Road, Brighton, BN1 3XF

Position Role Type:

Unspecified

Collins Aerospace, a unit of RTX, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Created in 2018 by bringing together UTC Aerospace Systems and Rockwell Collins, Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market. Every day we imagine ways to make the skies and the spaces we touch smarter, safer and more amazing than ever. Together we chart new journeys, reunite families, protect nations and save lives. And we do it all with some of the greatest talent this industry has to offer.

We are Collins Aerospace and we hope you join us as we REDEFINE AEROSPACE.

We are currently seeking a 2nd Line Software Support Engineer to join our team in Brighton, UK on a Hybrid or Remote basis

The 2nd Line Software Support Engineer acts as the primary contact for support and service requests that arrive from airline/airport customers, and 1st line support contractors, for our Airline Biometric and Baggage Applications products. This suite of products contains self-service baggage kiosks and biometric boarding and security gates, used by passengers in airports worldwide.

The Software Support Engineer is responsible for completing operational support tasks assigned to them by the Manager according to the priorities of the tasks assigned and the applicable service levels. They should have a good understanding of operations and the support processes that back up these operations.

The role requires a calm and effective communicator with excellent customer service skills, a good telephone manner, and an ability to work under pressure. They will communicate with various other departments and teams within the department to coordinate support and service requests and provide feedback in relation to the progress of outstanding issues.

This role has hybrid / remote working opportunities available.

Job Responsibilities

The successful candidate will work as part of our Software Service and Support team and will be responsible for:

• Responding to tickets submitted to our helpdesk.

• Analysing software logs to review and resolve reported incidents.

• Providing support to our worldwide customer base.

• Supporting 1st Line Engineers over video / audio calls.

• Liaising with Development and Product teams when escalating incidents.

• Actively contribute to our customer facing knowledge base

• Write and provide customers with custom reports.

• Working within a 24 hour Operational environment, including an on call rota and critical incident response

Basic Qualifications

• Experience writing SQL queries and working within large databases.

• Experience working with custom, in house software.

• An understanding of cloud based software.

• Customer experience with direct communication.

• Experience working with remote / hybrid team members.

• Highly organised.

• Attention to detail.

• Works well under pressure and an ability to prioritise.

• Excellent communication skills both written and verbal.

Collins Aerospace is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, gender, sexual orientation, gender identity, disability or any other protected status

Collins Aerospace, in accordance with our 'Baseline Security' requirements, will request from candidates evidence of identity, eligibility to work in the UK, and employment and/or education history for up to three years, in relation to certain roles within the business. These relate to positions where access to export controlled items, (e.g., Technical data, hardware, software, and services subject to international trade control laws and regulations) and Collins IT Systems may apply.

For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.