Airline Technical Support Specialist Job Description [Updated for 2025]

In the era of modern transportation, the focus on Airline Technical Support Specialists is undeniably critical.

As the aviation industry evolves, the need for skilled professionals who can manage, develop, and secure our airline technical systems is escalating.

But what exactly is expected from an Airline Technical Support Specialist?

Whether you are:

• A job seeker looking to understand the depth of this role,
• A hiring manager outlining the perfect candidate,
• Or simply curious about the dynamics of airline technical support,

You’re at the right spot.

Today, we introduce a tailor-made Airline Technical Support Specialist job description template, designed for easy posting on job boards or career websites.

Let’s dive straight into it.

Airline Technical Support Specialist Duties and Responsibilities

Airline Technical Support Specialists are responsible for providing technical assistance related to the airline’s software systems, hardware, and equipment.

They use their deep understanding of these systems and strong troubleshooting skills to keep the airline’s technical operations running smoothly.

Their duties and responsibilities include:

• Responding to technical support requests from airline staff, including flight crew and ground staff, either in person, over the phone, or electronically
• Analyzing and diagnosing technical issues, from software bugs to hardware failures
• Carrying out necessary repairs or fixes to resolve technical issues, either directly or by coordinating with other technical specialists
• Assisting in the implementation and maintenance of the airline’s technical systems, such as ticketing systems, flight management software, and communication systems
• Training and advising airline staff on how to use technical systems and equipment effectively and safely
• Maintaining records of technical issues and resolutions to aid in future troubleshooting and system improvements
• Regularly evaluating the airline’s technical systems for potential upgrades or enhancements
• Testing new systems or updates before they go live to ensure they function as expected
• Working closely with the IT department and vendors to address and resolve technical issues
• Keeping up-to-date on the latest technical developments in the aviation industry

 

Airline Technical Support Specialist Job Description Template

Job Brief

We are seeking a knowledgeable and dedicated Airline Technical Support Specialist to assist in troubleshooting and resolving issues related to our airline’s software systems, hardware, and connectivity.

Responsibilities will include diagnosing problems, guiding clients through corrective steps, and creating and optimizing support documentation.

The ideal candidate should be analytical, service-oriented, and possess an in-depth understanding of airline systems and software.

 

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to airline systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Train computer users on the airline’s systems and software.
• Maintain daily performance of computer systems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure the issue has been resolved.
• Develop and maintain technical documentation and manuals.
• Coordinate with the IT team and other departments for problem resolution.

 

Qualifications

• Proven experience as a Technical Support Specialist or similar role
• Experience with airline systems and software
• Knowledge of system security and data backup/recovery
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and patient
• BS degree in Information Technology, Computer Science or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
Retirement plan
• Paid time off
• Travel benefits

 

Additional Information

• Job Title: Airline Technical Support Specialist
• Work Environment: Office setting, with options for remote work. Travel may be required for training or conferences.
• Reporting Structure: Reports to the IT Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $60,000 minimum to $90,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does an Airline Technical Support Specialist Do?

Airline Technical Support Specialists typically work for airline companies and are integral to the smooth operation of the aviation industry.

They can also work for third-party companies that provide technical support services to multiple airlines.

They work closely with other IT professionals, software engineers, and airline staff to ensure the airline’s technology systems are functioning efficiently.

This includes ticket booking systems, flight planning software, maintenance tracking systems, and other internal software applications.

Their job is to troubleshoot any technical issues that arise, provide solutions to these problems, and ensure minimal disruption to the airline’s operations.

They often act as the first line of contact for technical enquiries from airline staff, from pilots and cabin crew to ground staff.

Airline Technical Support Specialists are also responsible for system upgrades and testing new software before it is implemented.

This requires an understanding of the airline’s operations, the ability to identify potential problems, and the skills to resolve these issues.

They may also be tasked with training airline staff on how to use new systems or software, ensuring that the technology is used efficiently and effectively.

In addition, the Airline Technical Support Specialist often plays a critical role in enhancing system security, protecting sensitive passenger and airline data from potential threats.

This involves staying up-to-date with the latest cybersecurity measures and implementing necessary protections.

Maintaining an airline’s technical infrastructure requires constant vigilance, quick problem-solving skills, and a deep understanding of both aviation and information technology.

 

Airline Technical Support Specialist Qualifications and Skills

A proficient Airline Technical Support Specialist should possess the following skills and qualifications:

• Strong understanding of airline operations and aviation industry regulations.
• Proficient in the use of aviation specific software and hardware to troubleshoot and resolve technical issues.
• Excellent problem-solving skills to identify, analyze, and rectify technical problems promptly.
• Exceptional interpersonal skills to liaise with staff, technicians, and airline officials to provide appropriate technical assistance.
• Strong communication skills to explain complex technical issues in a clear and understandable manner to non-technical staff members.
• Ability to work under pressure and manage multiple tasks simultaneously while maintaining attention to detail.
• Working knowledge of aircraft systems and equipment to provide specialized technical support.
• Customer service skills to address and resolve technical inquiries from passengers and airline staff effectively and courteously.
• Physical endurance for the possibility of irregular work hours, travel, and on-site problem-solving requirements.

 

Airline Technical Support Specialist Experience Requirements

Entry-level Airline Technical Support Specialists typically have about 1-2 years of experience, often gained through an internship or part-time role in aviation technology or customer service.

These professionals may also gain hands-on experience from working in IT, mechanical, electrical or aviation-related roles.

Candidates with more than 3 years of experience usually develop their technical skills and knowledge of airline systems and processes in entry-level Airline Technical Support or Airline Operations roles.

They may have received specific training in troubleshooting, maintenance, and repair of various airline systems.

Those with more than 5 years of experience are often well-versed in airline industry regulations, technical standards, and customer service protocols.

They may also have some leadership experience in their background and may be ready to take on supervisory roles within the team.

In addition, a successful Airline Technical Support Specialist often has proven experience in dealing with emergencies and can work under pressure, with excellent problem-solving skills and an ability to multitask.

A strong understanding of airline software and hardware is usually a must.

 

Airline Technical Support Specialist Education and Training Requirements

Airline Technical Support Specialists typically hold a bachelor’s degree in Aviation Technology, Computer Science, or a related field.

Their education should include a strong grounding in principles of aircraft systems, airline operations, and IT infrastructure.

Understanding of aircraft maintenance procedures, aviation safety standards, and regulatory requirements is also beneficial.

In addition to formal education, practical experience in a technical or mechanical role within the aviation industry, such as aircraft maintenance or avionics, is often required.

For some roles, a Federal Aviation Administration (FAA) certification may be necessary.

This certification demonstrates the individual’s technical knowledge and ability to perform certain tasks within the airline industry.

As the role often involves troubleshooting complex technical issues, a background in IT, specifically with hardware and software systems used in aviation, can be a significant advantage.

Some specialists may also pursue additional training in specific systems, technologies or aircraft models to enhance their expertise.

This ongoing education demonstrates a commitment to staying current with technological advancements within the aviation industry.

Finally, strong communication and problem-solving skills are essential, as Airline Technical Support Specialists often liaise between airline staff, engineers, and manufacturers to resolve technical issues.

 

Airline Technical Support Specialist Salary Expectations

An Airline Technical Support Specialist can expect to earn an average salary of $51,000 (USD) per year.

However, this figure can fluctuate based on factors like years of experience in the field, certifications, the employing airline, and the geographical location of the job.

 

Airline Technical Support Specialist Job Description FAQs

What skills does an Airline Technical Support Specialist need?

An Airline Technical Support Specialist should have strong problem-solving skills to diagnose and fix technical issues.

They should be familiar with airline-specific software, hardware, and other technology systems.

Communication skills are also crucial as they need to explain complex technical issues to non-technical staff members.

They should also have a good understanding of the aviation industry and airline operations.

 

Do Airline Technical Support Specialists need a degree?

Typically, Airline Technical Support Specialists need a degree in information technology, computer science, or a related field.

Some airlines may accept candidates with an associate degree or relevant certification, combined with substantial work experience in a technical support role.

Knowledge of aviation and airline systems is often necessary, which can be gained through experience or specific aviation-related courses.

 

What should you look for in an Airline Technical Support Specialist resume?

An Airline Technical Support Specialist’s resume should highlight their technical skills, including knowledge of specific software, hardware, and systems used in the aviation industry.

Look for experience in diagnosing and resolving technical issues, as well as maintaining and updating systems.

Excellent customer service skills and the ability to communicate effectively with different stakeholders are also important.

Prior experience in an airline or aviation environment is a significant plus.

 

What qualities make a good Airline Technical Support Specialist?

A good Airline Technical Support Specialist is not only technically skilled but also patient and communicative.

They need to be able to explain technical issues and their solutions to colleagues who might not have a tech background.

They should also have a strong customer service mindset to ensure the smooth running of systems and minimal downtime.

Being proactive and staying updated with the latest aviation technology and cybersecurity trends can be an added advantage.

 

What are the daily duties of an Airline Technical Support Specialist?

An Airline Technical Support Specialist’s daily duties typically involve troubleshooting and resolving technical issues related to airline systems and applications.

They may also be responsible for system updates and maintenance, running diagnostic tests, and providing technical training to other staff members.

They often work closely with other IT personnel and various airline departments to improve system functionality and performance.

 

Conclusion

So, there you have it.

Today, we’ve unveiled the real essence of being an Airline Technical Support Specialist.

And guess what?

It’s not just about troubleshooting.

It’s about ensuring a seamless travel experience, one flight at a time.

With our comprehensive Airline Technical Support Specialist job description template and real-world examples, you’re well-equipped to take flight.

But why stop there?

Venture further with our job description generator. It’s your passport to meticulously crafted job listings or fine-tuning your resume to perfection.

Remember:

Every successful flight is a testament to effective technical support.

Let’s take to the skies. Together.

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