Technical Support Analyst

Full Job Description

Safran Helicopter Engines are the world's leading manufacturer of rotorcraft turbines and the only one dedicated exclusively to this market. Our UK facility is the European Maintenance Centre Hub for the SHE Group, performing level 1 to level 3 maintenance and repairs on complex helicopter engine components. Our experienced teams partner with our broad, global customer base, providing both technical expertise and broader support in both the fixed wing and rotary wing markets.

What will I be doing?

The purpose of the Technical Support Analyst is to manage the first and second line technical support for desk side users. This will include multi-function devices, specialized IT equipment & application(s) installations.

You will be responsible for ensuring support of existing and emerging systems and technology (IS/IT) services, including providing site specific technical advice to corporate group project teams.

You will engage with Group IT organization on projects for infrastructure changes, system upgrades and hardware refreshes

We are looking for somebody who -

*Is able to provide technical support to users
*Has strong IT troubleshooting and problem solving skills
*Has experience with laptop & PC Hardware imaging, configuration and deployment
*Has experience with IT Asset management
*Can take Ownership of problems and use initiative to reach resolutions
*Has experience with ServiceNow or similar to administrate incidents and requests tickets
*Works with a Customer Focus to delivering quality IT services

Operating worldwide, Safran Helicopter Engines employ 5,900 people and have more than 2,500 customers in 155 countries, and 22,000 engines in service.

Located in Fareham on the South Coast of the UK, we've been a leader in the aerospace market for over 80 years, with a reputation for putting our customers first. Supporting both the civil and military markets, our UK facility is the European Maintenance Centre Hub for the Safran Helicopter Engines Group.

As a valued member of our team, these are just a few of the benefits you'll receive:
25 days holiday a year (plus bank holidays)
Additional day for every 10 years' service
Flexitime - where you can accrue up to your contractual hours
Option to leave from 12:30 on Friday
On site restaurant with daily 1.50 subsidy for lunch
Costa coffee on site
Generous pension contributions (7% after 3 months)
10% for managers
Health cash back scheme (after probation)
Purchase of company shares (after 3 months)
Annual bonus of up to 3%
Company sick pay
Our dedicated Benefits Portal with a range of lifestyle benefits, including life assurance, cycle to work, retail discounts, access to healthcare & wellbeing services)
Ample free parking
Green scheme
Accrue points for traveling to work by bike, walking, public transport or car share
Once a quarter receive Amazon vouchers for the points (40 points = 10)

What do you need from me?

Qualifications:

ITIL Foundation certification
Professional IT qualification, ie MS O365, COMPTIA+
Cyber security knowledge

Knowledge:

Excellent knowledge of MS Office, O365 & Windows 10 OS.
Asset & Configuration Management
End user support & remote user support
ITSM Framework and knowledge of Service Life Cycle
Microsoft client/server environments, Active directory administration
Knowledge of Windows 2019 server environment, User access, security group etc
Experience in a manufacturing environment (desirable)
Network knowledge
Knowledge of ERP (SAP) environment (desirable)
Working with 3rd party Vendors for hardware & software support

What's my next step?

Please apply via the website and if you have what we are looking for, a member of our talent acquisition team will be in touch.

Diversity and Inclusion

We want Safran Helicopter Engines UK to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential.

We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Safran Helicopter Engines UK an inclusive place to work.