Job Information
Robert Half IT Support in Houston, Texas
Description
We are inviting applications for the role of an IT Support Technician based in Houston, Texas. The individual will be a key part of the Flight Operation Support technical support team, providing top-tier service to our client's customers. FOS streamlines your flight operations no matter how demanding or complex and becomes the hub of flight operations with the integration of our flight planning and data link. As part of the technical support team you will be working directly with our customers to ensure accessibility and functionality. You will be representing our client and helping to redefining aerospace.
Responsibilities:
• Responsible for supporting customers flight operations through optimizing their use of the FOS application
o Problem-solve customer issues and find solutions using existing application functionality
o Troubleshoot reported application bugs and document steps to reproduce for analysis by the product engineering team
o Understand customer enhancement requests and document those requirements for review by the product engineering team
o Implement and tailor application configuration to each customers needs
o Travel onsite to train customers on FOS application implementation and best practices
o Represent the department and product by traveling to and participating in tradeshows and conferences
o Support the sales staff by performing FOS application demonstrations
o Coordinate support between the customer, engineering, infrastructure, and, if applicable, any third-party applications that interface with the application
o Maintain accurate customer information to ensure appropriate communications
o Publish and/or update support guides and articles maintained in our various document libraries
• Communicate effectively with international flight departments to interpolate aviation and FOS application terminology
• Constantly strive for 100% complete and accurate deliverables to internal and external customers
• Participate in the on call rotation which will include after-hours and weekend support as needed
• Escalate customer issues to internal teams, recording details into an issue tracking system and translate them into a corrective action plan
• Test new functionality and bug fixes reporting any functional issues and following up when appropriate
Requirements
Travel up to 25% to provide on-site product demonstrations and/or training.
Working hours may be non-traditional, in order to support growing worldwide customer base.
Basic Qualifications:
• A University Degree or equivalent experience and minimum 2 years' experience
• Must be authorized to work in the US.
• Experience in flight operations
Preferred Qualifications:
• Experience with Flight Operations Systems (FOS)
• Experience working in a flight scheduling/dispatching department
• Experience in technical troubleshooting
• Practitioner of active listening
• Adaptability and resilience to change
• Advocate on behalf of our customers
Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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