EFB support & documentation officer

About Brussels Airlines

Brussels Airlines is the national airline of Belgium with its home base at Brussels Airport. Our mission is to be the most reliable airline, making everyone feel at home. We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.

Purpose of the position

The EFB support officer manages the complete EFB hardware & support process for both cockpit & cabin crew for H24 operations / 1st & 2nd line support/helpdesk to all crews/hardware & software management / connectivity / testing & training, always ensuring operational continuity. He assists the EFB administrator as well in the software updates, IT security and all other EFB related processes. Together with a colleague, they will ensure full support during business hours in the new crew room, and act as each other’s back-up.

The documentation officer assists the documentation manager in keeping the aircraft documentation (operating manuals, airbus manuals, IPM’s, working procedures, etc…) up to standards by managing the department’s sharepoint and company libraries. He/she is responsible for all documentation on board of our fleet and provides overall support to all flight ops related topics.

Main tasks & responsibilities:

EFB 1st & 2nd line support / Flight crew helpdesk

• Provide overall IT assistance to pilots and cabin crew in a hybrid way via different channels in case of EFB issues (Bookings/Live, teams, phone,..)
• Follow-up and answer on all EFB support tickets in Topdesk – solve all possible tickets or distribute issues/topics to the correct application owners asap, providing feedback or further follow-up to the crews.
• Guarantee the H24 hotspare devices, keep those devices up to standard for direct usage in case of operational issues.
• Monitor and follow-up on all EFB hardware in Topdesk, responsible for distribution and collection in case of new crews or crews leaving the company. Follow-up on broken, stolen, …devices.
• Provide initial training and assistance for new crews.
• Work close together with IT department for all related IT processes and links to the EFB system.

Maintain the EFB system H24 operational

• Assist the EFB administrator in the testing and maintaining of new iOS versions and application version updates by use of MDM Endpoint/communication with test crews and organizing test flights.
• Assist and follow-up on IT security of the devices and good functioning of the backend systems.
• Follow-up on the connectivity issues of the different systems by diagnostic tests.
• Manage the connectivity portal administration and follow-up of all SIM cards ensuring data usage stays within limits.

EFB Content management

• Prepare the weekly DB production updates.
• Prepare the weekly documentation updates.
• Test and assist the EFB administrator in the weekly process and update the different platforms.
• Organize the weekly hotspare content updates at different stock locations.

Documentation

• Installing the SharePoint platform, integrating applications, and creating libraries.
• Troubleshooting and resolving SharePoint issues or malfunctions.
• Providing SharePoint support and end-user training.
• Performing data retrieval and backup procedures to prevent data loss. (in cooperation with IT)
• Ensuring sufficient storage space by performing clean-ups and archiving data.
• Reviewing usage and activity reports and making adjustments to ensure optimized user-experiences.
• Keeping up to date with SharePoint developments and performing version updates and upgrades.
• Updating aircraft documentation libraries; Certificates, manuals, future releases

A/C Masterdata

• Maintain the A/C master database of BEL fleet up to date by follow-up of all data changes, certificate updates etc to guarantee correct data usage in the company (Finance, BI, Network..).
• Maintain EASA platform and LOOP platform up to date with data for correct invoice/cost control.

A/C documentation

• Prepare all the paper documentation
• Bring the new certificates,  forms & check lists on board
• Make sure that necessary stock is available at different places.

Your profile

This position, as first point of contact for the flying community, needs apart from the IT and analytical skills, also the right people skills to manage the broadband in different personalities.

• IT degree or similar by experience in operations and IT environment.
• Documentation knowledge & editing (xml, html, sharepoint, pdf, …)
• Good knowledge of overall Flight Operations topics, software, processes
• Fluent in English, Dutch & French is an advantage
• IT helpdesk/Support knowledge (Topdesk/MDM/..)
• Excellent Analytical skills
• Structured & well organized way of working
• Good problem solver
• Good communicator towards clients (pilots & cabin crew)
• Good people support skills/patience and empathy
• Good training skills
• Operational mindset, fast action and stress resistance
• Well organized and structured approach
• Teamplayer, flexible, positive, versatile

What we offer

• A flexible work environment focused on activity-based working 
• Travel benefits
• Bike allowance and/or public transport subscription
• Profit sharing
• Group insurance
• Company medical plan (optional)
• Meal & eco vouchers
• A spot in a very enthusiastic team & a great company to work for

Application deadline 

Candidates are kindly requested to send their candidacy through the CV Warehouse jobsite ultimately on 10/03/2024 (included).