Junior Support Engineer

This role will involve supporting multiple customers, based from BAE Systems offices in Gloucester. The role requires a UK national who is able to achieve UKIC DV. The candidate will be required to travel occasionally between the BAE Systems offices for collaboration and training purposes.

The successful candidate will be trained to provide remote and on-site support for a number of Cross-Domain customers as part of a wider Cross-Domain support team. The candidate will liaise with our 3rd and 4th line product support teams, for resolution of complex incidents, patches and to identify opportunities for improvement of our products through future releases.

The candidate may be required to travel alongside colleagues to the various customer sites Worldwide in order to carry out maintenance, updates and installations.

Role Responsibilities

Responsible for third level technical support for our customers.

Investigation and diagnosis of technical issues raised by customers on their live deployments.

Work with senior engineers to liaise with customers to inform of progress, request information, manage expectations and close out issues in a timely manner.

Log, track and update tickets in our ITSM tool.

Be a contributor to our knowledge base/FAQ.

Maintain and manage/support test environments for problem replication.

Essential:

• Ability to manage conflicting priorities and demands on time.
• Ability to be able to manage customer expectations.
• Carry out tasks as directed by Senior/Lead Engineers.
• Excellent communication skills in English (oral and written).
• Strong analytical skills.
• Strong organizational skills.

Technology

Desirable:

• Networking Principles.
• Windows based Operating Systems.
• Linux based Operating Systems.
• Fair understanding of IT hardware principles.

BAE Systems Digital Intelligence is home to 4,500 digital, cyber and intelligence experts. We work collaboratively across 10 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments., Join BAE Systems and you’ll be part of something bigger. As a valued member of our global colleague network, you’ll bring your unique skills and perspectives to help pioneer progress and protect what matters most. You’ll be trusted to play your part in delivering the advanced, technology-led defence, aerospace and security solutions of tomorrow - shaping a safer future, for all of us.

From the depths of the ocean, to the far reaches of space - there’s no limit to where a career at BAE Systems could take you., Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.

Life at BAE Systems Digital Intelligence

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day.

By embracing technology, we can interact, collaborate and create together, even when we’re working remotely from one another. Hybrid Working allows for increased flexibility in when and where we work, helping us to balance our work and personal life more effectively, and enhance well-being.

Diversity and inclusion are integral to the success of BAE Systems Digital Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential.

Division overview: Capabilities

At BAE Systems Digital Intelligence, we pride ourselves in being a leader in the cyber defence industry, and Capabilities is the engine that keeps the business moving forward. It is the largest area of Digital Intelligence, containing our Engineering, Consulting and Project Management teams that design and implement the defence solutions and digital transformation projects that make us a globally recognised brand in both the public and private sector.

As a member of the Capabilities team, you will be creating and managing the solutions that earn us our place in an ever changing digital world. We all have a role to play in defending our clients, and this is yours.