A vacancy has arisen for a Software Support Analyst to deliver technical support to Public Safety customers. You will primarily support software used by Emergency Services during and in preparation for emergency incidents. These systems take the form of field-based applications running on ruggedised touch screens, automated resource location (asset tracking) systems, mobile data communications systems, emergency preparation and response systems and operational data management systems. In addition, there may be an opportunity to be part of a core 24/7 operational team covering the Public Safety customer base in the UK. Reporting directly to the Service Delivery Manager for this business line, you will join the 2nd line Support Team - working on support issues that have already gone through the Customer's 1st line response - so will be dealing with their technical people. The issues dealt with are varied and could include: investigating communication failures occurring during emergency responses, connecting to customer environments to identify the source of a build issue, or resolving integration issues that ensure front line Emergency Services personnel have access to the latest data to help them save lives. HOW YOU WILL CONTRIBUTE TO THE TEAM
Responsibilities
* Respond to incidents in accordance with the customer's Service Level Agreement (SLA).
* Progressing incidents and ensuring incident history is updated via the Incident Management software tool.
* You will undertake problem identification and resolution involving re-creation of the incident, configuration analysis, data investigation or by site visit if required.
* Providing the ability to test the validity of customer calls using their own data.
* Engage with the Software Development Team during fault investigation, development and emergency changes.
* Deploy software releases to customer live and test environments
* Conducting product demonstrations and training remotely/onsite if required.
* Carry out on-site annual review meetings with customers and ensure all actions are followed up within the target timescale.
* Attend exhibitions and support pre-sales initiatives with current or prospective customers as appropriate.
Qualifications
* Experience in a similar customer facing applications support/software support role.
* Strong general IT skills primarily in a Microsoft Windows environment, Microsoft Office, Google Workspace, Jira
* ITIL/ITSM Awareness.
* Database experience (Primarily MSSQL), This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.
* Not a 100% match? No worries! Airbus supports your personal growth with customised development solutions., Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
* Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.
* At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
Benefits
* Financial Reward: Competitive salary, annual profit share, contributory pension, share options, car leasing scheme, free onsite parking, season ticket loan, tax‑free technology scheme, discounted shopping and much more.
* Work / Life Balance: 37 hour week, flexible working around core hours and Friday afternoons off, hybrid working, up to 2 additional days per month as TOIL, option to buy/sell holiday.
* Personal Development: Personalised development plan, Airbus Leadership University and unlimited access to 10,000+ E-learning courses, internal mobility including international opportunities.
* Health & Wellbeing: Wellbeing benefits (including 24/7 online GP and mental health support), Employee Assistance Programme, discounted family health / dental insurance / eye tests, cycle-to-work scheme.
* Family and Caregiving: Life assurance, enhanced pay for maternity, paternity, adoption and shared parental leave and caregiving.
* Inclusive Environment: Wellbeing room, Multi-faith room, Employee Representative Groups (Gender, LGBTQ+, International, Generational, Disability, Social & Cultural Diversity, Neurodiversity).
Company Values
Our world is changing. And so are we. From our commitment to zero‑carbon flight (#ZEROe) to cleaning up space, sustainability is at the heart of our purpose. So what's your next change?
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