Rockwell Collins Administrator II - Service Desk in Philippines

/B/E Aerospace, a wholly owned subsidiary of Rockwell Collins Inc., is a leading manufacturer of aircraft interior products and solutions./

The B/E Information Technology team strives to bring cutting-edge technology and first-class service to keep our business running efficiently.

As a leader in the aerospace industry, we are growing rapidly and have a number of exciting positions available right now, including an Admin II-Service Desk in our Corporate IT function, located in Batangas, Philippines.

  • JOB SUMMARY*

Reporting to the Director, IT Systems, the Service Desk Admin II resolves technical problems in a call center/help desk environment. Uses expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.

  • JOB RESPONSIBILITIES*

  • Respond to Service Desk inquiries, attempting to resolve as many requests as possible during first contact and following up on service delivery if escalation was required

  • Escalate service requests to, and/or correspond with, Senior Support Center team members on non-routine problem resolutions

  • Escalate service requests that cannot be resolved over the phone or via remote control to the Site Support or other relevant teams, as needed

  • Track all requests for service, changes, and information in the centralized support database system (Service Desk)

  • Maintain regular and predictable attendance

  • Perform other duties as assigned

  • MINIMUM REQUIREMENTS:*

  • Associate‚Äôs Degree from a two-year college or equivalent, or an equivalent combination of formal education, on-the-job training, and/or work experience

  • Minimum of 2 years of work experience

  • Strong customer service and communication skills

  • Ability to work within a team environment

  • Ability to diagnose hardware and software problems with minimal supervision

  • PREFERRED QUALIFICATIONS:*

  • A+, Network & Microsoft Certified Desktop Support Technician

  • Experience working in a helpdesk or a PC-related environment

  • HDI Service Desk Analyst certified

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed descriptions of all the work requirements that may be performed in the job.

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