IT Support Engineer

Job Overview:

We are looking for a highly organized and detail-oriented
IT Support Engineer
to join our IT department. The successful candidate will play a key role in IT support and carry out management and maintenance operations of IT infrastructures to ensure optimal and secure access to the company's information system and provide user support and contribute to the deployment and maintenance of infrastructure, network, or application solutions based on the evolution or maintenance needs defined by management.

Organize the administration of the Enterprise Resource Planning (ERP) software, handle reported incidents and defects, and implement updates across all Dedienne Aerospace sites (MEA&T). Maintain the relationship with the ERP service provider and jointly define the direction of future developments based on the company's need and ensuring timely deliveries while adhering to company policies and quality standards.

Position and Reporting Structure

As an
IT Support Engineer
, you will report directly to the IT Manager and will be an integral part of our
IT
team.

Internal Relations:

• Collect and process requests from all staff, operational departments, and subsidiaries regarding IT support.
• ADV & Logistics Department: manage the flow of IT equipment sent to and received from company sites and subsidiaries.
• IT Department teams: ERP project organization, information sharing on incident resolution
• Interaction with all functional departments, sites, and subsidiaries of Dedienne Aerospace regarding ERP administration (MEA&T)
• ToolLive: ensure consistency between the ERP and the ToolLive digital platform, create exchange protocols between both systems.

External Relations:

• IT equipment suppliers: translate the needs of company sites and departments.
• Clients: exchange data between different information systems.
• External service providers: collaborate during specific assignments.
• ERP provider and software publisher: coordinate ERP development projects based on business requirements

Key Duties and Responsibilities:

• Select solutions defined by internal company processes to provide IT support to sites and departments.
• Scope includes all sites and subsidiaries of Dedienne Aerospace (MEA&T).
• Define technical solutions in line with internal processes and management directives, optimize assigned methods and resources
• Comply with Dedienne Aerospace's policies and ethical standards regarding environmental protection, quality, health and psychosocial risk prevention, workplace safety, cybersecurity, and regulatory compliance.
• Occasional travel to Dedienne Aerospace sites in France and MEA&T regions is required.

Key Activities

• Help maintain the IT systems within scope: network access, hardware warranties, software keys, and license management.
• Perform installation, maintenance, or replacement of IT equipment at sites, with internal teams and/or service providers: install and configure equipment based on needs, recommend and customize software solutions.
• Compile and organize requests from departments and subsidiaries: application changes, IT equipment management, supply and/or replacement of hardware.
• Maintain and update applications and systems and ensure traceability of operations and licenses.
• Gather user feedback, assess priorities and criticality, and implement corrective, preventive, or improvement actions as defined in the company's IT maintenance procedures.
• Manage access rights and inform users about assigned components.
• Manage ERP-related incidents: handle incident tickets, diagnose issues, recommend resolution paths
• Track incidents and update statuses across various Information Systems (IS), inform users based on their involvement and the impact of incidents
• Recommend and deploy technical solutions, escalate residual issues or software bugs to management or the ERP provider, suggest internal preventive and corrective actions across impacted domains (production, purchasing, sales, etc.)
• Collaborate with ToolLive teams and implement data exchange protocols between ToolLive and the ERP
• Lead ERP upgrade projects: follow established timelines, coordinate phases with relevant departments and sites, provide internal technical support, organize ERP provider interventions, test and deploy updates and fixes
• Test ERP updates in a separate environment, develop and validate fixes based on test results
• Deploy validated ERP updates in the production environment across all relevant departments and sites
• Test publisher updates across all departments and sites: perform separate environment testing post-deployment, report persistent bugs and issues to the ERP provider
• Conduct training and awareness sessions for team members and managers affected by ERP updates, ensure long-term technical support for deployed projects
• This job description outlines the core activities and skills related to the role. It is not exhaustive and may be modified or expanded based on company needs.

Qualifications:

Knowledge

• BE/BTECH/DIPLOMA in COMPUTER SCIENCE or a related field
• Understanding of information systems operations
• Network and infrastructure administration methods
• Cybersecurity rules and constraints
• IT asset management techniques
• Project management methodologies
• ERP concepts and programming principles
• Understand project management methodologies
• Understand how digital databases operate
• Understand incident management processes
• Know the programming languages used in production: L4G, SQL

Technical Skills

• Identify and assess IT needs
• Install and configure IT hardware or software
• Manage incidents and breakdowns
• Use digital tools relevant to the role
• Coordinate technical projects
• Diagnose and resolve ERP incidents
• Conduct tests in isolated environments
• Deploy updates and fixes in production
• Handle deployment-related incidents
• Use dedicated digital tools
• Communicate effectively in written and spoken English

Soft Skills

• Work methodically and organize tasks
• Build trust-based relationships
• Unite and support change
• Promote results and performance
• Propose, influence, and improve
• Demonstrate responsibility and confidentiality
• Collaborate effectively in a team

Why Join Us?

• We invest in your professional development with training programs and career advancement opportunities.
• Exposure to an international working environment.
• Collaborative and inclusive work environment.
• Competitive compensation and benefits package

Equal Opportunity Employer

At DEDIENNE AEROSPACE, we believe that diversity and inclusion are key to driving innovation and success. We value the unique contributions that each individual brings to the team and are dedicated to fostering a culture of diversity where different perspectives are valued and embraced. Our hiring decisions are based on qualifications, merit, and business needs, ensuring a fair and transparent recruitment process.

If you have strong problem-solving skills and a passion for IT support and ERP systems, we'd love to have you on our team Please submit your CV to