Support Technician, Air Traffic Management Tower Systems

We are looking for a Support Technician to our Customer Support function within Air Traffic Management, with focus on the Remote Tower System. This role is for a curious person with a technical interest and the ability to maintain and develop the way we provide support to meet our customers' expectations of quality and efficiency.



Your role

As a Support Technician, your main task is to ensure our Service Level Agreements are met. You are interested in providing a productive and positive customer experience. With good judgement and flexibility, you understand the need to provide timely response and service to keep the customer happy. You have the ability to coordinate and follow up ongoing issues from a wide range of installations of a complex system while keeping the customer contact continuously updated with progress and status reports. This includes following up with developers and/or system engineers regarding progress of escalated issues.

The main tasks are:

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Monitoring the issue management system and mailbox for new support tickets
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In cooperation with other support technicians, take on ownership for tickets within your responsibility area
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Follow up status of issues escalated to third line, and communicate relevant progress
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Taking on the PoC role for one or more customer installations, participating in recurrent status meetings and preparing reports



Your profile

To thrive in this role, you are a self-motivated person with great communication skills. You are used to efficiently collaborating with team members as well as other stakeholders. You understand the importance of a good customer dialogue and an approach without prestige.

Please note that in order to be a great Support Technician, we value personal motivation and ability over documented education and experience.

Required skills:

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Excellent communication skills in English, verbal and written
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Technical education or background, with an interest in advanced real time software systems



Desired skills:

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Knowledge from one or several of the following areas; OS, network, video,
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Knowledge of Jira Service Desk
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Knowledge of (or certified within) ITIL 3/4



This position requires that you pass a security vetting based on the current regulations around/of security protection. For positions requiring security clearance additional obligations on citizenship may apply.



What you will be a part of

Saab Traffic Management (TM) serves customers around the globe with advanced solutions that enable the safe and efficient movement of people and goods. One of the operating units within TM is Air Traffic Management (ATM), the solution provider of air traffic control tower systems



At ATM, we develop full air traffic control systems for the tower operations. All flights on and around the airport are planned, monitored and controlled by our system, providing the essential tools for the air traffic controllers to perform their tasks as safe and efficient as possible.



The ATM department consists of an enthusiastic team of project managers, systems engineers, installation managers, software engineers, test and integration and support engineers. The products of Saab are applied in various projects worldwide, in the area of Air Traffic Services inside air traffic control tower at airports and remotely allowing control of multiple airports from one location.



About Saab

Saab is a leading defence and security company with an enduring mission, to help nations keep their people and society safe. Empowered by its 19,000 talented people, Saab constantly pushes the boundaries of technology to create a safer, more sustainable and more equitable world.



Business area Surveillance offers world-leading sensor technology in monitoring and decision support to protect against threats. The portfolio covers airborne, ground-based and naval radar, electronic warfare, C4I solutions, aviation systems and cyber security.



Kindly observe that this is an ongoing recruitment process and that the position might be filled before the closing date of the advertisement.

Saab is a company with a strong people-orientation. We offer a friendly work environment where we support and help each other to be at our best. Continuous learning, career & talent development and employee well-being are examples of areas where we always put the strongest effort to offer great opportunities.