Core Purpose of the Job :

The Service Operations Center (SOC) L1 Engineer is responsible for providing front-line support for Air To Ground Service monitoring, incident management and the escalation of service-related issues.

Responsibilities and Duties:

Job Summary: As part of the L1 A2G support team, the engineer will ensure the smooth functioning of A2G systems and services by monitoring service and performance,  alerts, performing initial diagnosis, resolving minor issues, preparing Reports and escalating more complex problems to higher-level support teams.

A2G Service/Performance Monitoring & Incident Management:

• Monitor Air to Ground systems – OBE, IFC/BSS system, CRM applications  and network infrastructure using various monitoring tools.
• Monitor A2G Network  KPI’s – Availability/Throughput/Latency and escalation if any deviations in KPI’s.
• Detect, prioritize, and log incidents in the Service Management system.
• Respond promptly to alerts and perform initial troubleshooting to resolve common issues.
• Escalate unresolved issues to L2 support teams as needed.

Troubleshooting & Issue Resolution:

• Provide basic diagnosis and troubleshooting for A2G Network and system-related issues.
• Resolve standard issues such as network connectivity and application errors.
• Apply predefined solutions and workarounds for known issues from the knowledge base.

Communication & Documentation:

• Provide timely updates to Management on the status of their reported incidents.
• Maintain detailed records of all incidents, including issue description, troubleshooting steps, and resolution.
• Document any new issues, solutions, and processes in the knowledge base for future reference.

Ticket Management:

• Create, assign, and manage incident tickets according to Process and Policies.
• Ensure that tickets are handled within agreed-upon SLA timelines.
• Perform follow-ups on escalated tickets to ensure timely resolution by higher-level support teams.

System Maintenance & Checks:

• Assist with routine system health checks and preventative maintenance tasks.
• Support scheduled system and application updates, patches, and backups as required.

Reporting & Collaboration:

• Work closely with L2 engineers to escalate complex issues and collaborate on troubleshooting efforts.
• Provide feedback to improve monitoring alerts, workflows, and escalation procedures.
• Preapare, analyze and distribute A2G Network, KPI and SLA Reports to Management, customer and Partners.

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Job Requirement:

• A degree or diploma in Information Technology, Computer Science, or a related field is preferred.
• Basic understanding of IT infrastructure, operating systems (Windows, Linux), networking and applications.
• Familiarity with monitoring tools (e.g., Grafana, Zabbix) and ticketing systems.
• Knowledge of ITIL framework and incident management best practices is a plus
• 5+ years of experience in Network operations – (NOC/SOC)
• Working in shifts, including evenings, weekends, and holidays, to ensure 24/7 support coverage.
• Occasional on-call support as needed for critical incidents.
• Good communication skills, both written/verbal and ability to work under pressure and in a fast-paced environment.
• Prior experience of Aviation or IFC system is a plus but not required.
• The position will be based in Egypt.

About the Role:

We are looking for an experienced and technically proficient Field Service Engineer to support the installation, maintenance, and troubleshooting of advanced avionics and IFC systems. This role demands hands-on expertise in aircraft avionics and connectivity solutions, as well as the ability to diagnose and resolve complex technical issues. The successful candidate will collaborate with airlines, MROs, OEMs and provide on-time responses to customer inquiries.

Key Responsibilities:

• Oversee and support the installation, testing, and certification of IFC systems on aircraft.
• Troubleshoot hardware and connectivity issues related to IFC.
• Work closely with airline maintenance teams, OEMs, MROs and Network Provider to ensure system performance and compliance with aviation regulations.
• Utilize diagnostic tools and remote monitoring systems to detect and resolve technical issues.
• Assist in STC modifications, retrofits, and upgrades for IFC components.
• Expertise in using specialized avionics tools and equipment to troubleshoot, test, and ensure the proper functioning of avionics systems.
• Provide 24/7 on-site and remote technical support to airline customers, ensuring timely responses to customer inquiries.
• Maintain accurate documentation, reports, and technical feedback to improve IFC system reliability.

Qualifications & Experience:

• Certified from the General Aviation authority in Turkey (or equivalent technical certification).
• 8+ years of experience in avionics systems or aircraft connectivity systems.
• Type rated on Airbus A320 Family Fleet and authorize to issue CRS/RTS.
• Strong knowledge of aviation regulations related to aircraft airworthiness, safety, maintenance, troubleshooting and reporting.
• Proficiency in troubleshooting tools and diagnostics.
• Experience working with airlines, MROs, and aircraft OEMs is a plus.
• Willingness to travel domestically and internationally to support airline customers.

Why Join Us?

• Work with cutting-edge aviation technology and IFC solutions.
• Collaborate with global airlines, OEMs, and connectivity providers.
• Competitive salary, benefits, and career growth opportunities.