Junior Support Engineer
// Role Summary
Join BAE Systems Digital Intelligence as a Junior Support Engineer in Gloucester, supporting cross-domain customers with remote and on-site assistance for complex technical issues.
// Key Responsibilities
- Provide third-level technical support to customers for live deployments.
- Investigate, diagnose, and resolve complex technical issues in collaboration with senior engineers.
- Liaise with customers to provide progress updates, manage expectations, and close out issues.
- Log, track, and update tickets within the ITSM tool and contribute to the knowledge base.
- Requires ability to manage conflicting priorities, customer expectations, and possess strong analytical and organizational skills.
- Must be a UK national eligible for UKIC DV clearance.
// Role Specification
Junior Support Engineer
BAE Systems Digital Intelligence is seeking a Junior Support Engineer to join our team in Gloucester. This role is crucial for supporting multiple customers and contributing to our advanced technology-led defence, aerospace, and security solutions.
Role Description
This position involves providing remote and on-site support for a number of Cross-Domain customers as part of a wider Cross-Domain support team. You will be based at our BAE Systems offices in Gloucester and will require occasional travel between offices for collaboration and training. The role necessitates a UK national who can achieve UKIC DV clearance.
Your responsibilities will include liaising with our 3rd and 4th line product support teams to resolve complex incidents, apply patches, and identify opportunities for product improvement. You may also be required to travel to various customer sites worldwide to perform maintenance, updates, and installations.
Role Responsibilities
- Responsible for third-level technical support for our customers.
- Investigation and diagnosis of technical issues raised by customers on their live deployments.
- Work with senior engineers to liaise with customers to inform of progress, request information, manage expectations, and close out issues in a timely manner.
- Log, track, and update tickets in our ITSM tool.
- Contribute to our knowledge base/FAQ.
- Maintain and manage/support test environments for problem replication.
Essential Requirements
- Ability to manage conflicting priorities and demands on time.
- Ability to manage customer expectations.
- Carry out tasks as directed by Senior/Lead Engineers.
- Excellent communication skills in English (oral and written).
- Strong analytical skills.
- Strong organizational skills.
Desirable Technology Skills
- Networking Principles.
- Windows based Operating Systems.
- Linux based Operating Systems.
- Fair understanding of IT hardware principles.
Note: Many roles at BAE Systems are subject to security and export control restrictions, which may affect eligibility based on nationality, previous nationalities held, and place of birth. All applicants must achieve Baseline Personnel Security Standard, and many roles require higher levels of National Security Vetting.