Technical Support Specialist-U A E
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Key skills for this role
About the Role
TALENTMATE is hiring a Technical Support Specialist for Gogo to provide remote and onsite technical support for avionics systems. Responsibilities include troubleshooting satellite, ground-based, and telephony networks, and supporting OEMs and customers.
Key Skills for This Role
Responsibilities
- Provide remote and onsite technical support to OEMs and customers for avionics system configurations and troubleshooting
- Give technical guidance on all Gogo products and services, including flight deck and cabin communications systems
- Support OEMs and customers in all aspects of avionics training
- Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor network health
- Assist in development and testing of Gogo products and services by performing quality assurance activities
- Participate in planning and design discussions with product managers and developers
- Build and test configurations for hardware products using Gogo’s test lab
Requirements
- Bachelor’s Degree in STEM field or equivalent work experience
- 1 2 years in customer support or technical support (or relevant aircraft maintenance experience)
- Availability for shift work including Saturday and/or Sunday
- Must be available some off hours and weekend hours
- Experience with IP based routers and switches such as Cisco
- Knowledge of satellite and air to ground networks
- Business Aviation industry experience
- Outstanding customer service, organizational, and time management skills
Full Job Posting
Job Description
- The Gogo Technical Support Specialist U.A.E serves as a member of the Technical Support team to address customer inquiries, resolve issues, and handle escalations when necessary.
- You will perform troubleshooting on a variety of networks including satellite, ground based, and telephony networks while maintaining a customer centric approach.
- The right candidate can provide comprehensive technical support to customers, addressing hardware, software, and network related issues promptly and professionally.
How will you make a difference?
- Provide remote and onsite technical support to OEMs and customers for avionics system configurations and troubleshooting
- Give technical guidance on all Gogo products and services, including flight deck and cabin communications systems (specifically, VHF datalink, ATG, Inmarsat, Iridium and ViaSat data, voice, and internet services)
- Support OEMs and customers in all aspects of avionics training including but not limited to use of satellite connectivity networks, associated hardware, and compatibility of services
- Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor the health of the networks
- Assist in development and testing of Gogo products and services by performing quality assurance activities, such as software regression testing and analysis, and working with product managers and developers to isolate and resolve defects
- Participate in planning and design discussions with product managers and developers
- Build and test configurations for hardware products using Gogo’s test lab
Qualifications
- Bachelor’s Degree in STEM field or equivalent work experience
- 1 2 years in customer support or technical support (Or, relevant aircraft maintenance experience)
- Availability for shift work including Saturday and/or Sunday
- Must be available some off hours and weekend hours
Required Skills, Talents, & Experience
- Experience with IP based routers and switches such as Cisco
- Knowledge of satellite and air to ground networks, such as Iridium, Inmarsat, and Gogo’s ATG
- Business Aviation industry experience: aircraft OEM airframes and knowledge of current equipment utilized for aircraft communications (SATCOM, VHF, DATALINK)
- Outstanding customer service, organizational, and time management skills, and ability to multi task
- Excellent interpersonal skills and demonstrated ability to troubleshoot and resolve conflicts
- Effective and confident decision making and problem solving skills, especially under time constraints
Preferred Skills, Talents, & Experience
- Experience working in an international environment with sensitivity towards regional cultural norms
- Proficient with general office software and Microsoft Office Suite and CRM, with the ability to adapt to a variety of other software applications
- Excellent oral and written communication skills, including the ability to interact clearly and concisely with internal and external contacts
- Ability to maintain confidentiality
- Multi lingual skills preferred (English required)
- Motivated self starter and able to perform independently and in a team environment
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