Field Engineer IT Operations

Roles and responsibilities

• To respond remotely (via phone and/or online) to various end-user support requests arising from our airport clients.
• Support includes installing, diagnosing, repairing, maintaining and upgrading hardware, equipment and software related to mission critical Amadeus services at the Airport.
• This position may require being on call 24x7 at times to address alerts generated by the monitoring system to ensure a timely response to critical client-related issues.

System/Application/Network Support

• Diagnose and quickly resolve a wide range of applications and networking problems to help minimize downtime
• Troubleshoot Amadeus onsite hardware and network connectivity in a LAN/WAN environment
• Requesting and coordinating 3rd party vendor support
• When required escalate issues/problems to appropriate support team members
• Dealing with hardware and application support issues
• Operational
• Dealing with hardware and application support issues
• Provide user data and application recovery
• Use diagnostic tools and methodologies to load, copy and customize operating system configurations for deployment
• Familiarize end users with basic software, hardware and peripheral device operation
• Take ownership and responsibility for queries, issues and problems • Work with 3rd party vendor support contacts to resolve technical issues
• Maintain IT records and tracking for area of responsibility
• Work with other IT staff regarding new builds and upgrades

Customer Focus:

• Maintain high levels of customer service providing efficient and effective support in a friendly and professional manner
• A minimum of 2 years work experience.
• Relevant bachelor’s degree or equivalent industry qualification
• Hands-on experience in troubleshooting computer networking, hardware & software issues
• Hands-on experience in mechanical or electrical would be an advantage
• Previous baggage handling, airport services and/or engineering domain experience would be an advantage

To be successful in the role, it is essential that candidate possess the following qualities and competencies:

• Exceptional communication skills (verbal and written)
• Quick and methodical troubleshooting skills
• A self-starter, with a 'can do' attitude and a strong client focus
• Conscientious, self-motivated and have a positive working attitude
• Meticulous work ethic
• Ability to work independently
• Willing to work shift – 24x7