Service Desk Technician

Aireon deployed the world's first global space-based air traffic surveillance system, providing real-time aircraft monitoring capabilities around the world, including over the poles, over the oceans and in remote areas.

Aireon data enables safer, more efficient and more environmentally friendly aviation travel, resulting in significant CO2 emission reductions. More than 20 Air Navigation Service Providers representing more than 40 countries - including NAV CANADA, NATS (UK), Air Traffic and Navigation Services (South Africa), Airports Authority of India (AAI), and ASECNA (Africa) -- rely on Aireon data to navigate aircraft in their airspaces.

We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and to share in our success.

Aireon is certified to provide surveillance as a service to global customers in a safety-critical industry. Service Desk Technicians are an essential part of this service and are required to reach and maintain an acceptable standard of competency. Aireon will provide initial and ongoing training to support competency standards. This is measured through assessment that is renewable annually.

What You'll Do

Shift Work with additional on-call duty as required.
• Shifts are 4 days on and 4 days off with 12-hour shifts.
• Shift work is for Safety of Life Customer Support and is 24/7/365.
• Over-night, weekend and holiday work is required.
• Monitor data network devices and overall network health and performance.
• Log detailed operations reports pertaining to maintenance and incident response for a global aircraft surveillance tracking system.
• Manage and communicate service change and repairs to end users and stakeholders.
• Monitor dashboards and other event/fault management tools, for system, network and performance metrics, alerts, and component failures.
• Follow documented plans, processes, policy, and procedures.
• Log all activity related to the operations and maintenance of the surveillance system, including scheduled checklists, ad hoc activity, and unplanned events.
• Responsible for incident response, troubleshooting, and resolution per policies and procedures.
• Mitigate and troubleshoot service outages, system and network outages, and performance issues.
• Maintain and update current software tools with the ability to learn new products for more efficient communications.
• Be able to work independently as well as within a team and maintain your quantity and quality of work over a 12-hour shift.
• Resolve Tier 1 level IT service calls.

Required Qualifications

• Exceptional customer service and communication skills, including written and oral communication skills for discussing issues with engineering and operations staff, and international customers.
• Excellent interpersonal and continuous improvement skills.
• Effectively collaborate with diverse group of team members.
• A self-motivated, proactive, task-oriented, and creative individual with the ability to solve problems.
• 2+ years of recent experience in command center operations, network operations, technical support, event/fault monitoring and/or incident management for complex server and networking systems and/or a Bachelors/Associate degree with equivalent experience.
• Ability to troubleshoot, analyze and resolve complex technical problems during high stress situations.
• Possess technical skills and experience to understand incidents typical of a networked server environment, and the underlying problems causing them.
• Adherence to policies, procedures, and controls especially regarding safety and security considerations, customer service, incident and change management, and information protection.
• Working knowledge of issue tracking/ticketing systems such as Jira, Remedy, Service Cloud, etc.
• Experience with and understanding of Service Level Agreements (SLAs).

Desired Qualifications

• Technical skills to understand incidents typical of a networked, international aircraft surveillance system-of-systems, and the underlying problems causing them.
• Professional certifications such as ITIL foundation, Network+, AZURE, CompTIA or CCNA.
• Experience with aviation, safety, and security.
• Air traffic control, flight operation, safety training and related aviation experience.
• Any foreign language experience.

About You

You are a self-starter. Sitting and waiting isn't an option. You take the initiative to make things happen.

You love solving problems. Just because something has always been done that way doesn't mean that it's the best way. You want to review current processes and see how they can be better or more efficient.

You are collaborative. You're a team player who puts the interest of the team above your own. You display a positive attitude, are open and enjoy contributing.

You are a natural leader. No matter where you find yourself, others tend to gather around you, leading to encouragement and mentoring.

Technology is your passion. It doesn't just provide a paycheck, you are genuinely interested in what you do and the impact that it has on others.

You have the ability to remain calm in high stress environments. You are able to focus and keep your composure during high stress events allowing you to perform your job duties to the best of your ability.

1-3-6-12 Month Plan

In the first month we'll expect you to...

• Get onboarded and train with your manager.
• Get acclimated into the role.
• Understand the tools and different stakeholders.
• Start the 8-week ATSEP training program.

At 3 months we'll expect you to...

• Complete the ATSEP training program.
• Pass ATSEP certification exam (renewed annually).
• Become proficient in your role and fine tune your ability to interact with your manager, teammates, and other departments.

At 6 months we'll expect you to...

• Take on additional side projects to help the Aireon Service Desk improve communications, processes, and procedures.
• Communicate and check in monthly with global customers.
• Schedule and run meetings with customers and other external departments that work alongside of the Aireon Service Desk.
• Follow all daily procedures and processes that are required and validate that all tasks have been completed by the team.

At 12 months we'll expect you to...

• Be a significant contributing member of the team and department.
• Collaborate on meetings concerning the daily operations and change management systems of Aireon.
• Lead by example.
• Be self-sufficient in the service desk role and help keep your team up to date on changes that are made to processes or procedures.
• Create, review, and edit documentation and content of Aireon's

About the Team

• The service desk team is made up of 4 Leads and 20 Techs.
• The NOC team resides at 2 locations: Herndon (primary) and at headquarters in McLean (backup).
• We have a monthly team wide all-hands meeting.

Perks and Benefits

• Premium medical, dental and vision plan

• Life Insurance and AD&D

• Short Term and Long Term Disability

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSA)

• Retirement 401K plan with Employer Matching

• Education Assistance and Tuition Reimbursement

• Paid Time Off, Sick Leave, Floating Holidays

• Paid Parental Leave

• Company Sponsored Events

• Employee Referral Program

Aireon is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.