Technical Support Specialist

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Seats is one of the world's leading manufacturers of aircraft seats, for both crew and passengers. 1 million Safran Seats-manufactured aircraft seats are currently in service with air fleets around the world.

Job Summary
The Technical Support Specialist supports the implementation, operations and maintenance of an
effective technology stack focussed on delivering the support needed for the SGB business.
Providing support through both ServiceNow and 'at-elbow', and working with other members of the
SGB IT Team and 3rd party suppliers, as well as stakeholders in the local business, this role assists
in supporting, implementing and maintaining all IT/IS/PLM solutions.
Responsibility for the day-to-day operational delivery of the technical solution also resides with the
Technical Support Specialist.
The Technical Support Specialist is a knowledgeable in most aspects of the Information Technology
deployed in the SGB business

Scope of Responsibilities

*Provide day-to-day operational IT support for business users across:

oNewport (primary site)
oCwmbran (offsite location)
oBrackley (smaller user base supported remotely)

*Ensure continuity of IT services ("keeping the lights on") across all supported sites.
*Manage and resolve:
oSupport tickets
oIncidents and system failures
oService requests (e.g., new PCs, hardware deployment)

*Contribute to project-related activities when required, although this is a smaller portion of the role.
*Opportunity to get involved in improvement initiatives beyond BAU support.

Experience

• Approximately 2-3 years' experience in the field.
• Strong background in IT support and understanding of service desk / service support environment

Technical Skills

• ITIL certified (or strong understanding of ITIL practices as standard for IT support roles).
• Proficient in Microsoft services and tools.
• ServiceNow experience is advantageous.
• Industry background is flexible (manufacturing/industrial experience not required).

Soft Skills

• Demonstrates initiative and proactive approach to work.
• Confident in delivering presentations and cross-training sessions.
• Strong communication skills, both written and verbal.
• Good analytical and problem-solving ability (able to diagnose issues effectively).
• Self-motivated and able to work independently.