Airbus Americas
  • 08-Oct-2019 to 22-Oct-2019 (EST)
  • AA10001040 - IS Herndon (IM)
  • Herndon, VA, USA
  • Full Time

Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader. 

Airbus has built on its strong European heritage to become truly international with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000.

Position Summary:

The mobile device support specialist in the team of User Services for Airbus North America (USA, Canada and Mexico) is responsible for the configuration, deployment, maintenance, and the support of the Airbus North America mobile devices and software assets within the workplace domain. This position supports all internal Airbus group and divisional North America IM Roof customers. The positions will provide cross divisional support for other locations including but not limited to Grand Prairie, Columbus, Dallas/Fort Worth, Herndon, Ashburn, Washington DC, Miami, Mobile, Wichita, Atlanta, Mexico City, Queretaro, Vancouver and Fort Erie offices as well as their home office location.

Primary Responsibilities:

[Customer Support]: 50%

  • Performs customer support, training, and troubleshooting activities for various IT services that require complex technologies or interactions with other IT personnel or vendors.
  • Responsible for technically supporting Airbus North Americas current customer base through exceptional customer service, maintaining quality relations and providing troubleshooting support
  • Stage mobile devices for client deployments
  • Answer customer queries from simple questions such as inventory check or order status to technical questions which require knowledge of cellular devices to troubleshoot software and hardware issues
  • Understand, research and resolve customer cell phone questions and problems and responding in a timely professional manner
  • Build and maintain quality relations with customers through excellent service 

Device and Configuration Management]: 30%

  • During support and operational activities, the position is required to maintain the accuracy of configuration items in the CMDB, Asset Management, and or ITSM Tools
  • Support and Maintain system and software-testing environment for new security patches, device management updates, etc.
  • Assists customers with the installation, configuration, and ongoing usability (including testing and troubleshooting) of mobile devices, peripheral equipment, software, tablets, smartphones, and other electronic devices within established standards and guidelines.
  • Maintain IT inventory, such as replenishing stock and disposal of equipment and peripherals

Supplier and Account Management]: 10%

  • Process customer orders, returns, change requests, repairs, etc.
  • Administer the Airbus Account on the supplier portal ensuring lines are accurately updated with entity, cost center, device owner, and other information necessary to support charge back services
  • Manage the external supplier relationship and monitor contract SLA's, Services, Credits, and ensure accurate monthly billing
  • Generate divisional and regional reporting to support chargeback and cost allocations aligned with divisional requirements

Additional Responsibilities:  

Other duties as assigned: 10%

  • Support for projects execution in the areas of platform upgrades, obsolescence, service migrations, and workplace activities for larger projects deployed and managed by other IM domains
  • Ensures compliance with Airbus IM standards, network security standards & evolving cyber security requirements


Qualified Experience / Skills / Training:



  • Degree in Information Technology or an equivalent combination of education and experience



  • ITIL Foundations
  • A+ , MCSA, MCSE


  • At least four years of prior tech support/help desk experience required
  • Excellent project and time management skills
  • Impeccable communication skills over the phone, email and in-personal are essential
  • Mobile Device Management experience required
  • Experience with software ITSM solutions such as ServiceNow


Knowledge, Skills, Demonstrated Capabilities:

  • Excellent analytical and problem-solving skills.
  • Knowledge of cellular technologies, and operating systems
  • Interpersonal skills to allow communication with customers and solve technical-related problems quickly and efficiently
  • Experience with Mobile Device Management systems such as AirWatch and RIM UEM required

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

  • Strong communication (oral and written), interpersonal, and facilitation skills
  • Fluency in English is mandatory, German or French language skills are a plus


Technical Systems Proficiency:

  • ServiceNow, BMC Remedy, Service Desk Plus


  • Experience with Mobile Device Management systems such as AirWatch and RIM UEM
  • Experience with Microsoft Exchange server

Travel Required: 5%

  • Yes both Domestic & International.



  • Able to work in the US without a current or future need for visa sponsorship


  • None

Decision Making, Complexity:

  • Influences the outcome of new hardware and software decisions within workplace services.
  • Influences decisions on hardware and peripheral standards. 
  • Interface with local, national and international peers within the IM organization.


Behavioral Success Factors:

  • Dynamic environment, working with multi-cultural teams and individuals.
  • Able to work closely and effectively with all levels of business and IM management
  • Inspires trust, demonstrates flexibility, encourages frequent open communications and welcomes feedback

Organizational information:

  • This position reports to the Service Delivery Manager User Services in Airbus North America

Job Dimensions, Contributions to Success:

  • Supports workplace hardware and software for 1500 employees across North America
  • Provides level 2 support for more than 1500 mobile devices and software installs across Airbus in North America: Airbus Americas, Inc., Airbus Helicopters, Inc., Airbus Helicopters Canada, and Airbus Helicopters Mexico.

Nature of Contacts:

  • Involved communication on a regular basis with internal and external parties

Physical Requirements:

While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is

frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


Equal Opportunity: Airbus Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Airbus Group is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

As a leader in our field, Airbus Group provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.   

As a matter of policy, Airbus Group does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus Group does not offer tenured or guaranteed employment. Employment with Airbus Group is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

Airbus Americas
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