IT Field Service Engineer

We are mission critical

Beyond Gravity, headquartered in Zurich, Switzerland, is the first startup to combine agility, speed and innovation with decades of experience and proven quality. Around 1600 employees at 12 locations in six countries (Switzerland, Sweden, Austria, Germany, USA and Finland) develop and manufacture products for satellites and launch vehicles with the goal of advancing humankind and enabling the exploration of the world and beyond. Beyond Gravity is the preferred supplier of structures for all types of launch vehicles and a leader in selected satellite products and for constellations in the New Space sector.Beyond Gravity also uses its space knowledge for applications outside of space technology: The high-precision products have already been used in the semiconductor industry for more than 20 years.

The IT Field Service Engineer in Decatur, AL will be part of the Field Service Team being responsible to support the business on the daily usage of all the IT services, maintaining a direct relationships across the business and tech enterprise teams, being responsible for the stability of the IT equipment ensuring the service remains stable, performant and operational.

The IT Field Service Engineer will work in close collaboration within the Beyond Gravity Service Delivery and Support organization and across Tech Infrastructure and Operations functions to limit the operational and revenue impact by reducing the Mean Time to Detect (MTTD), Mean Time To Respond (MTTR) and Mean Time to Root Cause (MTTRC) on IT Incident and Problem tickets.

The role holder will be an energetic, structured, and detailed individual who has a strong passion for problem solving driving continual customer focused service improvements, service excellence, business and technology change.

Reporting directly to the FSE Leader, this role will be a key part of the Service Delivery Team, ensuring our technology solutions and in life Service and business processes are fully aligned and contribute to the vision and strategic direction of the organization.

Job Responsibilities: 1st and 2nd level support for Windows-based user applications Handling incoming support requests from end users (=tickets) User management - permission management of several systems Asset management: care of employees regarding their IT workstation equipment (hardware), Mobile Phones and IT Accessories Support for the purchasing within IT stock - Inventory Management Control and oversee ordering inventory, storage of inventory, and control the amount of goods Update the CMBD record file Support and Maintenance of the network infrastructure Support of telecommunication systems (MS Teams, legacy telephony) Support regarding the office relocations (warehouses, new offices - network, switchers, installations) Collaboration on IT projects throughout the life cycle of IT infrastructure/organizational programs Reading error codes flashed up on the device Swapping out hardware Tracing faults using diagnostic devices and software Upgrading components Assisting the support staff of other service-providers May require some staggered shifts Will require some travel to sites Other duties may be assigned

Job Requirements:

Completed technical education with a focus on IT or equivalent work experience. Years of experience: Intermediate, typically 2 to 4 years of applied skills and experience Work experience in a similar role with a focus on technical support and help desk. Good knowledge in the areas of network technology (LAN, WAN, Wifi, DNS, DHCP.) and server landscapes, Soft- und Hardware, AD, Client-Infrastructure Knowledge of Windows operating systems (desktop required, server desirable) and MS Office Familiarity with iOS, and Android operating systems in order to provide best-effort support to End users using related devices. Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client specific documentation provided by the client. Working technical knowledge of Microsoft Office Products, antivirus products, desktop services to allow for resolution of software application issues. Solution oriented approach and team player High operational readiness, problem-solving competence, and proactivity Excellent Native and Good English skills (Conversational local language (English, Swedish, Finish, Hungarian, German). Nice to have: Completion of required training and certifications or have equivalent work experience at a minimum of 3 years to perform warranty hardware repair of HP and Dell devices including warranty parts ordering, repair/replacement, and defective part return.

Comptia A+ certification, preferred ITIL certification, preferred Distinctive service and customer orientation Teamwork, experience in working with remote teams, communication skills with internal and external stakeholders. Ability to utilize provided knowledge article to resolve issues with specific applications/knowledgebases. Customer-facing soft skills including strong verbal and written communications. Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues. Exercises independent judgment within defined practices and procedures to determine appropriate action. Acts as an informed team member providing analysis of information and limited project input. Evaluates unique circumstances and makes technical and procedural recommendations.

You are expected to show professionalism, respect, openness and courage Highly self-motivated and directed, with keen attention to detail Improvement focus, customer- and solution-oriented, curiosity for new / external ideas Proven analytical and creative problem-seeking and solving abilities Ability to act with speed and to take decisions, prioritize and execute tasks in a high-speed environment. Strong communicator Demonstrated high integrity, trust and ethics Genuinely interested in developing people with coaching leadership Good perseverance and ability to keep structured and prioritize in a complex environment

Beyond Gravity is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, national origin, disability, protected veteran status or any other categories protected by law.

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