User Support Technician

User Support Technician

Responsibilities And Duties

• Communicate electronically and in person with WinAir users experiencing difficulties to determine and document problems experienced
• Consult user guides, technical manuals and other documents to research and implement solutions
• Reproduce, diagnose and resolve technical problems encountered by users
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other SMEs
• Participate in the redesign of applications and other software using the industry knowledge and WinAir expertise.
• May supervise other technical support workers in this group.

 

Qualifications And Competencies

 

Education and Experience

• Post-secondary education in related program is preferred but not required.
• 5+ years of experience in the aviation industry, especially with Aircraft Maintenance records
• Industry knowledge and familiarity with aviation terminologies and concepts
• Working experience or knowledge of WinAir
• Familiarity with other aviation management software is a plus.
• Previous experience in delivering end-user training is preferred.
• Previous experience or education in technical writing is an asset.

 

Skills And Characteristics

• Familiarity with Atlassian products including Jira and Confluence
• Excellent communication skills (both written and verbal)
• Strong team player with client-focus
• Ability to work independently
• Proactive self-learner with a strong initiative and commitment to continuous learning
• Strong problem-solving skills
• Assertive technical/analytic mindset
• Great listening skills to effectively analyze and assist with the customer’s needs
• High technical aptitude and proficiency with general information technology
• Exceptional attention to details and organizational skills

 

Environment and Physical

• Must be able to legally work in Canada
• Be able to work remotely and on-site upon request.
• Work in a fast-paced environment with changing priorities.
• Be able to sit for prolonged periods of time.
• Be able to travel to client locations (Required: valid driver’s license and passport; additional background check may be required based on the client requirement).

 

AV-BASE Systems, Inc. (dba WinAir) is a proud developer and supporter of structurally integrated and cost-efficient maintenance and inventory control systems for over 30 years. With our head office in London, Ontario, we provide WinAir software to over 250 operators (fixed- and rotary-wing) worldwide.

 

Celebrating our 30th anniversary, WinAir was also recognized by the local business community during the London Chamber of Commerce Business Achievement Awards, as the winner of the Business of the Year award in the medium-sized category in 2018.

 

Would you like to become a part of an award-winning company that is growing more than ever? Do you thrive in a fast-paced environment? Are you looking for opportunities for growth in different job functions? Then, this might be the perfect opportunity for you!


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