Job Description

The System Support Engineer is the In-service Technical focal for Regional Team and Program management. They contribute to Customer Satisfaction by investigating system in-service issues from delivered In-flight entertainment and connectivity systems, characterize and root-cause them in order to, in close relation with Development Engineering teams, lead them to resolution.

The system Support Engineering – Level 2 is expected to handle numerous complex, impacting and visible in-service issues while keeping an up-to-date understanding of all issues currently impacting the platform/system he/she is assigned to (from legacy to latest generation of inflight entertainment and connectivity systems).

Essential Functions / Key Areas of Responsibility

The System Support engineer – Level 2 must be able to

• Lead investigations of complex, impacting and visible in service issues in a timely manner
• Identify root cause and propose solution to the relevant development engineering team
• Report on his/her investigations progress and follow-up on others issues impacting the platform.

The System Support engineer – Level 2 is responsible for

• Proactively take ownership of identified issues to analyze, characterize & investigate reported system issues, on SW and HW side.
• Setup, coordination and execution of troubleshooting action plan
• Record plan, progress and conclusions on tickets via the available issue tracking tool
• Engage the relevant parties to ensure root cause identification (Development engineering, 3rd party suppliers, IVV, HW engineering, lab managers…)
• Coordinate fix request with SW or HW team via problem report creation, review proposed design changes and challenge proposed solutions. Monitor progress of the fix with the respective team or organization.
• Actively participate to the FIRB of the platform he/she is assigned to. Transversally follow-up on other issues under investigation, proactively support other team members.
• Track and communicate over completed investigations and known fixes (including signature of the issue, impact on the system, details on the fix) and provide test plan for on wing verification
• Upon request, support meeting with field team or program management, suppliers or tech forum events
• Participate retrofit activity and system installation on aircraft (including witnessing or running SIP or GFTP)
• Provide feedback or input for improvements of monitoring tools (ground tool, parser, on wing tool) and processes

Minimum Requirements: Skills, Experience & Education

• Bachelor’s degree in engineering discipline or related field
• Minimum of 5 years of related work experience or Master’s degree in related field with 3 years of work experience
• Minimum of 3 years of experience in system integration, or test and troubleshooting of complex systems via professional work experience, internships, labs or outside the classroom project teams
• Have an ownership, curious and solution oriented mindset. Willingness to troubleshoot and resolve issues.
• Highly organized individual with the ability to plan, document findings/test results, track priorities, and co-ordinate resolution of engineering issues in a fast paced and demanding context
• Good verbal and written communication skills and capacity to adapt communication to interlocutor (Engineering teams, Customers, Program Management, Field/Repair Shop personnel). Ability to synthetize complex issues in a clear and understandable manner.
• Have previous experience using major programming languages (Linux, Python, MySQL, C/C++…) and be capable of debugging existing SW and create test stubs and automate functional behaviors using scripting.
• Have working knowledge of Interfacing & Networking: Serial, Ethernet, IP/MAC addressing, VLANs, broadcast & multicast.
• Ability to understand systems level architectures and design, to interpret mechanical and electrical wiring diagrams.
• Strong work ethic and drive to succeed with a strong sense of accountability and integrity
• Must be an appropriate organizational fit for the Thales culture, that is, exhibit the values of compliance, respect, innovation, responsibility and teamwork.

Preferred Qualifications

• Passion for advancing the commercial aerospace industry
• Ability to work in a fast paced, autonomously driven, and demanding atmosphere
• Field or airline engineering experience is a plus
• Prior experience in In-Flight Entertainment Systems and Inflyt Connectivity services is an added advantage

Skills Required

• Aerospace