About the role
About FlightSafety International
FlightSafety International is the world’s premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world’s largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.
Purpose of Position
The Senior Deskside Support Technician is a member of an onsite technical team who provides Tier 2 and Tier 3 IT Support and works directly with the Senior Leadership Team (SLT). This is a predominantly hands-on, customer-facing role, supporting the senior leaders with a high level of autonomy.
Tasks and Responsibilities
Perform Tier 2 and Tier 3 escalations to vendors or internal departments and work with the other parties to resolve issues to the satisfaction of the customer with limited supportive guidance
Provide excellent IT concierge support to senior leaders by fulfilling requests, troubleshooting, and resolving intermediate and advanced issues both remotely and onsite
Analyze and diagnose problems, and link them to underlying issues and symptoms to determine a solution
Troubleshoot, install, repair, upgrade, and configure a variety of issues autonomously, including but not limited to hardware, printing, imaging, and software issues
Write technical documentation to communicate “How To” instructions
Coordinate hardware procurement for business leaders and employees through approved company processes to support appropriate IT requirements and facilitate hardware RMA process with OEM via applicable warranty
Develop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areas
Maintain current and accurate hardware inventory list for IT equipment
Maintain adequate knowledge of operating systems and application software used to provide a high level of support
Support the indirec…
