Date Posted:
2024-06-13
Country:
United States of America
Location:
HPR99: Field Office – PR, Remote Location, Remote City, PR, 00921 USA
Position Role Type:
Hybrid
This role primarily involves triaging incident tickets related to the installation, administration, and support of engineering applications, as well as supporting ALM Systems. You'll also be tasked with identifying opportunities to improve processes and implement repeatable solutions within our digital technology environment. Additionally, establishing strong working relationships with peers, customers, and other contacts within the Collins Aerospace Digital Technology organization.
**
This position is remote in Puerto Rico. **
What YOU will do:
You will triage and organize tickets received through several different Digital Technology ticketing queues based on urgency and severity.
You will provide level 1 & 2 troubleshooting as well as support end-users for ALM and Engineering Application related issues.
You will escalate complex issues to appropriate teams or individuals for further investigation and resolution.
You will maintain accurate records of all support tickets, including details of actions taken and resolutions provided.
You will communicate effectively with end-users to gather additional information and provide updates on ticket status.
You will collaborate with other members of the technical support team to ensure timely and effective resolution of issues.
You will assist with the development and maintenance of support documentation and knowledge base articles.
You will follow established best practices and standards for service deliver.
What YOU will Learn:
You will foster relationships with your DT peers all over the world that work and WANT to work at Collins.
You will learn how to Identify recurring issues and recommend solutions to prevent future occurrences.
Qualifications you must have:
Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position.
Typically requires a University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field or in absence of a degree, 6 years of relevant experience.
A strong desire to gain experience in Digital Technology
Previous experience in a technical support role, preferably in a fast-paced environment.
Proficiency in ticketing systems and IT service management tools such as Service Now and/or Jira Service Management
Familiarity with hardware, software, and networking concepts.
Experience with programming (JavaScript, Java, C# etc..)
Ability to work independently and prioritize tasks effectively.
Skills We Value:
Certifications such as CompTIA A+, CompTIA Network+, ITIL Foundation, or Microsoft 365 Certified: Fundamentals would be advantageous.
Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio, and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.
Collins Aerospace Diversity & Inclusion Statement:
Diversity drives innovation: inclusion drives success
. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.
WE ARE REDEFINING AEROSPACE.
Please ensure the role type (defined below) is appropriate for your needs before applying to this role.
Remote:
Employees who are working in Remote roles* will work primarily offsite (from home). An employee may be expected to travel to the site location as needed.
Position is remote; however, if you live within a reasonable commute of a Collins site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.
Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world – and access to Collins sites when their work requires in-person meetings.
Some of our competitive benefits package includes:
Medical, dental, and vision insurance
Three weeks of vacation for newly hired employees
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
Participation in the Employee Scholar Program (ESP)
Life insurance and disability coverage
Employee Assistance Plan, including up to 8 free counseling sessions.
And more!
At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other - propel us all higher, again and again.
Apply now and be part of the team that's redefining aerospace, every day. #hotjob
RTX is An Equal
Opportunity/Affirmative
Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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