IT Support Technician II

About the role

AerSale® is a global leader and market innovator specializing in aviation products and services to meet the growing demand for aftermarket support in global passenger, cargo, and government segments. Featuring complete aircraft nose-to-tail, value-added offerings, including Aircraft & Component Maintenance, Repair and Overhaul Services (MRO), Aircraft & Engine Sales and Leasing, Used Serviceable Material (USM) Sales and Parts Exchange, Flight Equipment Asset Management Services, Internally developed aircraft and component modifications (engineered solutions) designed to enhance aircraft performance and operating economics (e.g. AerSale®, AerTrak® and AerAware). For more information, visit us at www.aersale.com.

Responsibilities

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.

Qualifications

• Associate degree or equivalent job experience
• 1-3 years of relevant experience or equivalent combination of education and work experience
• Working knowledge of help desk software, remote control and fundamental operations of relevant hardware and other equipment
• Proven working experience in providing help desk support

Skills

• Strong Microsoft Office skills along with server, desktop
• Strong interpersonal skills, excellent verbal, and written communication skills
• Troubleshooting computer hardware and software
• Printing (local and remote)
• VPN setup and operation (client and server)
• Outlook/Office 365 Configuration
• Strong understanding in area of Technical Support

Benefits

• Medical Insurance
• 100% Employer Paid Dental, Vision, Life, Short and Long Term Disability Insurance
• 401K with Employer Contribution
• Employee Stock Purchase Plan (ESPP)
• Education Reimbursement (related field)
• Employee Referral Program and Recognition Program
• Paid Holidays and 15 Paid Time-Off Days annually