IT Support Engineer (1st and 2nd Line Support)

At ZeroAvia, we’re clean sky thinkers. For the world to achieve truly clean, guilt-free flight, we need a scalable solution; hydrogen-electric powertrains. As a leader in zero-emission aviation and a UK Jet Zero Council member, we’re designing and commercialising hydrogen-powered solutions that will positively impact the future of aviation, global connectivity, and the world.

We are seeking a highly skilled and motivated IT Support Engineer to join our dynamic team. The successful candidate will provide first and second-line support, manage virtualization systems, oversee SD-WAN infrastructure, and support on-premise as well as cloud infrastructures based on AWS. Additionally, you will handle the support of various engineering software applications to ensure seamless operations.

Requirements

Key Responsibilities:

1. First and Second-Line Support:
• Respond to and resolve IT support tickets related to hardware, software, and network issues.
• Provide remote and on-site support to end-users, ensuring prompt resolution of technical problems.
• Escalate complex issues to higher-tier support teams as necessary.
2. Client and Server Support:
• Troubleshoot and maintain client desktops/laptops and servers.
• Support VMWare virtualization environments, ensuring optimal performance and availability.
• Manage and maintain Ubiquity network devices and SD-WAN infrastructure.
• Monitor and support on-premise and cloud infrastructures, with a focus on AWS environments.
• Utilize Ninja RMM for remote monitoring and management of IT systems.
3. Engineering Software Support:
• Provide specialized support for engineering software including Siemens Teamcenter, Siemens NX, Siemens Polarion, Siemens Capital and Altium.
• Assist with software installations, configurations, and upgrades.
• Troubleshoot software-specific issues and provide training and documentation to end-users.
4. System Administration:
• Perform regular system maintenance and updates to ensure system integrity and security.
• Manage backup and recovery processes, ensuring data protection and availability.
• Implement and maintain IT policies and procedures, adhering to best practices.
5. Collaboration and Communication:
• Work closely with other IT team members and engineers to ensure cohesive and comprehensive support.
• Communicate effectively with stakeholders, providing regular updates on support tickets and projects.
• Participate in IT projects and contribute to continuous improvement initiatives.

Additional Responsibilities:

• Monitor network traffic and security alerts to detect and respond to potential threats.
• Implement and maintain security protocols, policies, and procedures to safeguard company data.
• Conduct regular security audits and risk assessments to identify vulnerabilities.

Required Skills and Qualifications:

• Proven experience in 1st and 2nd line IT support.
• Strong understanding of server infrastructure and virtualization methodologies. (VMware or Hyper-V)
• Experience troubleshooting different networking architecture (802.3, 802.11x, Fiber, WAN and SD-WAN). AWS experience is a plus!
• Familiarity with both on-premise and cloud infrastructure, particularly AWS.
• Strong knowledge of engineering software (Siemens NX, PLM and SimCenter are a plus!)
• Exposure to firewalls, intrusion detection/prevention systems, and encryption technologies.
• Certifications such as CISSP, CISM, CEH, or CompTIA Security+ are highly desirable.
• Excellent troubleshooting and problem-solving skills.
• Adaptability to working in a highly diverse and multi-national company
• Strong communication and interpersonal skills including great cultural exposure.
• Ability to work independently and collaboratively within a team.
• Experience with Ninja RMM.
• Desired experience: 5 years in a similar role.
• IT-related certifications (e.g., CompTIA A+, Network+, VCP) are a plus.
• Familiarity with compliance standards (e.g., GDPR, ISO 27001) is a plus.
• Experience with incident response and forensic analysis.

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Benefits

The wage scale or salary range for this position is $85,000-$110,000. In addition to the foregoing base compensation, additional compensation and benefits are available to employees and eligible family members (as applicable) including the following:

📈 Equity: Ability to exercise company stock options

👵🏽 Retirement: Eligible to participate in the company's 401(k) Plan, with up to a 4% matching

👩🏽‍⚕️ Health Insurance: Employer covers up to 80% of the employee's monthly premiums on medical, dental, and vision.

🧬 Life Insurance: Basic Life/AD&D of up to $50,000 and the option to add on Supplemental Coverage.

💫 Short-Term Disability: Up to 60% of your earnings for up to a period of 24 weeks.

🤒 Long-Term Disability: If your disability extends beyond 180 days, LTD Coverage for up to 60% of your earnings.

🏖️ Paid Time Off: Eligible employees may accrue up to 120 hours per year (15 days) and may borrow up to 40 hours (5 days).

🩺 Sick Time: Eligible employees may accrue up to 40 hours, per year (5 days)

🏖️ Paid Holidays: 12 observed holidays, per calendar year.

🛩️ The Fly Club: up to $2,000 of reimbursement towards flying lessons to all full-time staff

Please note, among other factors, the compensation offered may vary based on work location, experience, qualifications, specialties, training, and then-current market and business considerations