End User Support Engineer

Job Description Summary
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!

The Sr. End User Support Engineer will be the first line of defense for issues that arise within their aligned classified production environment program spaces. They will also play a critical role in building, testing, and deploying full-stack Digital Technology solutions in support of secure military programs at the Grand Rapids Avionics location. They will ensure they are able to address/close tickets that arise and partner with the rest of the Edison Works Digital Technology org for any new technology being deployed. They will work in conjunction with their site Technical Product Owner as a point of contact with the program users and their leadership to help escalate and mitigate issues as they arise, in addition to coaching end users on processes by which to engage with the Edison Works Digital Technology organization.

Job Description

Roles and Responsibilities:

In this role, you will:

• 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 of 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. Escalates 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 from accredited university or college with minimum of 1 years of professional experience OR Associates degree with minimum of 4 years of professional experience OR High School Diploma with minimum of 6 years of professional experience
• Note: Military experience is equivalent to professional experience
• Able to hold and maintain active US DOD "Top Secret" Security Clearance.

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

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).

Relocation Assistance Provided: No