The posting
The Tier 1 Maintenix Helpdesk Technician should have excellent communication and troubleshooting/problem-solving skills along with a friendly attitude with the ability to work in a team environment. Technicians should also have aircraft maintenance experience to provide the necessary support.
The technician will be responsible for answering customer calls, providing a solution, or properly escalating the solution to appropriate individuals. Once the issue is identified, all correspondence is to be handled in a tracking system. Technical support specialists in this group typically handle straightforward and simple problems (i.e.: answering customer questions, troubleshooting program/data issues, maintaining data quality, and communicating with customers, documenting customer business process, assistance with navigating around application menus, etc.). Personnel at this level have a general understanding of the product or service and aim to handle 70%-80% of user problems before escalating the issue to a higher level
The position is located on site at the customer’s GOC and requires effective communication, active listening, adaptability, timeliness, and professionalism.
The target salary range for this position is $20–$25 hourly, with individual offers based on each candidate’s relevant skills, experience, and qualifications. Consistent with our merit-based pay practices, we may consider higher compensation for candidates who can contribute beyond the role’s stated scope and take on broader responsibilities.
Responsibilities: • Customer support (primarily by phone, email, in person) • Excellent phone communication skills • Maintain data quality • Excellent documentation skills • Monitor and respond quickly and effectively to requests received from customers. • Monitor service desk for tasks assigned to the queue, and process on a first-in first-out basis with respect to task priority • Follow up on outstanding requests and ensure timely resolution • Utilize and maintain the helpdesk tracking software • Analyze data discrepancies and provide/perform solution. • Active listening, and ability to clearly communicate solutions to customer • Create detailed instructions to solve customer issues. • Test software. • Reports higher level issues to a Tier II technician • Other duties may be added and/or assigned as needed • Document step by step instructions of problems worked on. • Some mild scripting experience would be helpful (SQL/Batch/ETC)
Formal Education & Certifications • College diploma or university degree in the field of computer science, information systems, mathematics, engineering, economics, or another related field
Knowledge and Experience • 1 year + Aircraft Maintenance experience • 2 years+ experience working in professional environment or aerospace industry • Exposure on Jira ticketing tools • Experience working in a 24/7 environment • Basic understanding of SQL • Data analytics
Preferred Knowledge and Experience • 1 year+ experience with Microsoft Excel • 1 year+ experience with SQL and Microsoft SQL Server • Experience working in configuration management or engine maintenance
Personal Attributes • Exceptional interpersonal skills, with a focus on listening and questioning skills • Excellent communication skills with customers, the team and management. • Elevated sense of urgency and criticality of situations. • Solid relationship management and performance management skills • Strong customer service orientation • Proven analytical and problem-solving abilities • Ability to effectively prioritize and execute tasks in a high-pressure environment • Good written, oral, and interpersonal communication skills • Ability to conduct research into data, process or software issues as required • Ability to present ideas in a business-friendly and user-friendly language • Highly self-motivated and directed • Keen attention to detail • Team-oriented and skilled in working within a collaborative environment • Must be willing and able to pass a background investigation and drug screening
Work Conditions • 40-hour on-site at GOC • Some travel may be required • Sitting for extended periods of time • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
Tsunami Tsolutions offers a comprehensive benefits package for eligible employees, including medical, dental, and vision coverage; a 401(k) with company match; paid time off and holidays; and life and disability insurance. Additional options include an HSA-compatible medical plan with fully company-paid premiums, vision coverage at no additional cost when enrolled in a medical plan, and voluntary benefits such as pet insurance, supplemental life, accident, critical illness, and hospital indemnity coverage. Benefits are subject to eligibility requirements and plan terms.
