Technical Support

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🕒 May 12

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QuesTek Europe AB

WebsiteLinkedInAll Job Openings

1 - 10 employees

🚀 Aerospace

🔬 Science

Aerospace • Manufacturing • Science

QuesTek Europe AB is a company that focuses on accelerating the development of materials through its innovative Materials by Design™ approach. This method enables significant reductions in material development time and cost by eliminating trial-and-error processes. The company collaborates with leading organizations in sectors such as aerospace, defense, and manufacturing to enhance material performance and reliability. QuesTek's expertise includes designing advanced materials for high-temperature applications and additive manufacturing technologies, making it a vital partner in the industrialization of new material solutions.

📋 Description

• Participate in after hours on call rotation including evenings and weekends. • Serve as the first point of contact for all incoming help desk requests, performing initial triage, troubleshooting, and resolution or escalation. • Monitor and analyze system logs, alerts, and telemetry to proactively identify and address potential failures before they impact operations. • Develop, maintain, and track outage logs capturing incident details, root causes, corrective actions, and resolution times. • Prepare and deliver resolution reports documenting outages, corrective measures, and lessons learned. • Conduct root cause and impact analysis of all significant outages and submit detailed reports to program management and stakeholders. • Interface directly with end users and stakeholders to provide real time monitoring, troubleshooting, and issue resolution. • Log, track, and document all help desk requests with sufficient detail to support root cause analysis, service level reporting, and performance tracking. • Perform monthly performance analysis of help desk operations, including response times, resolution rates, and stakeholder satisfaction metrics. • Identify trends and recurring issues through ongoing analysis of help desk data and provide recommendations for corrective actions, system improvements, and preventive measures. • Provide continuous service improvement support including recommending and implementing best practices, automation opportunities, and process enhancements to reduce downtime and improve response efficiency. • Provide quarterly summaries of help desk request logs and workload summaries.

🎯 Requirements

• A minimum of ten (10)+ years of relevant experience • Experience providing help desk support • Ability to troubleshoot and resolve common technical issues across Linux, Windows, and network infrastructure, and escalate complex issues appropriately • Experience monitoring systems using log analysis, alerting tools, and telemetry platforms • Experience producing clear, detailed incident documentation including root cause analysis and resolution reports • Experience with ticketing and asset tracking systems • Strong communication skills with the ability to interface with end users, stakeholders, and management. • Security Clearance Requirement: Candidate must have the ability to hold and maintain a Secret Clearance. • Prior government contract experience, particularly supporting FAA, DoD, DHS, or other federal agencies is preferred. • Experience with Atlassian (Jira, Confluence, Assets/Insight) • Knowledge of IT Infrastructure concepts (networking, servers, databases, cloud) • CompTIA A+, Network +, or Security + certification is preferred.

🏖️ Benefits

• Paid time off and Holidays • Medical, Dental, and Vision Insurance • Paid Parental Leave • Short-term disability, long-term disability, and life insurance - Employer Paid! • 401(k) • Additional Voluntary Life Insurance • Tuition Reimbursement & More!