Support Engineer

Location(s): UK, Europe & Africa : UK : Guildford

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.

Introduction

This is an exciting opportunity to join our growing business as a Support Engineer who specialises in our Software Defined Radio products. We deliver solutions for Government and Defence customers and are looking for an enthusiastic, intelligent and proactive individual to develop the support capability for these products.

This role will involve supporting multiple internal and external customers, based from BAE Systems offices in Guildford. The role requires a UK national who is able to achieve SC clearance. The candidate will be required to travel occasionally to customer sites for service review meetings.

The successful candidate will be trained to become responsible for delivering support for a number of Software Defined Radio products. The candidate will be required to identify and resolve complex issues for these products. The candidate will be required to identify and mitigate risks related to the delivery of the support capability, continually improving test infrastructure and managing product obsolescence.

Role Responsibilities

• Responsible for third level technical support.
• Investigate and diagnose 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. Enhance the approach to reporting metrics.
• Responsible for managing obsolescence of in-support products.
• Maintain and improve test infrastructure.
• Work closely with key customers to provide a premium level of support and ensure a high level of customer satisfaction.
• Contribute engineering estimates for new support contracts and collaborate with senior delivery and commercial stakeholders to assure proposal.
• Propose improvements to the design of the products.

Knowledge

Essential:

• Experience of working in electronics support.
• Hands on electronics skills - able to dissassemble and assemble electronics products.
• Client facing with an appreciation for customer service and stakeholder management.
• Ability to achieve SC clearance.

Desirable:

• ITIL foundation qualification.

Skill

Essential:

• Ability to understand priorities and contractual requirements.
• Ability to specify work packages.
• Ability to manage stakeholder and customer expectations.
• Excellent communication skills in English (oral and written).
• Strong organizational skills.

Desirable:

• Ambition to grow a support capability.

Future Career Progression Opportunities

On joining the Wireless team you will be assigned a Career Manager to assist you in your development and training within the business. This role provides an excellent opportunity to experience a wide range of projects and technologies, with customer-facing involvement, allowing you to enhance your skills and knowledge.

Beyond your first project assignment, there are opportunities to expand the range of products, customers and services delivered by the support capability.

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.