Airport Technology Support Specialist

3 weeks ago


New York, New York, United States AeroCloud Systems Full time
AeroCloud Systems is seeking a skilled Airport Technology Support Specialist to join our team. As a key member of our Delivery, Implementation and Support (DIS) team, you will be responsible for ensuring the successful implementation and go-live support of our software and associated equipment in airports across the US and neighboring territories.

### Key Responsibilities

* Manage the successful implementation and go-live support to AeroCloud and our customer's expectations, escalating and resolving delivery issues as required in coordination with your project manager.
* Deliver on-site product troubleshooting training to airport IT employees.
* Regular and transparent reporting on the progress of implementations and deployments to the project team.
* Provide technical support to customers in a fast-paced environment, resolving issues remotely.
* Maintain excellent customer service and satisfaction by responding promptly to customer inquiries and concerns.
* Work with ticketing systems to document and track issues and resolutions.
* Prioritize and manage multiple support tickets at the same time.
* Ensure that logged support tickets are reviewed and escalated to provide the highest level of service.
* Follow change management processes and adhere to Service Level Agreements (SLAs).
* Assist with the deployment of software updates and patching.
* Assist with the image and configure PCs and other hardware equipment.

### Requirements

* At least 2 years' experience delivering hardware installations within airport environments.
* Experience working in a service helpdesk and familiar with SaaS and remote hardware support.
* Strong communication and excellent stakeholder management skills.
* Ability to operate at the highest levels while under pressure.
* Self-starter approach and relentless ability to investigate issues to the end.
* Strong working knowledge of Windows-based machines.
* Managing domain equipment using Active Directory and looking after Windows Server components.
* Experience with networking, installation, and configuration of network switches, firewall configuration, switch configuration - VLANs, IP Routing, end-user equipment diagnostics.
* Cloud infrastructure experience with Azure and AWS is advantageous.
* Experience with airport/airline software that is used in airport environments is desirable.

### What's in it for you

* Competitive salary
* 20 days annual leave + statutory holidays
* Take your birthday off work on us as well
* Extensive upskilling and training
* Company-funded health insurance
* Company-funded dental and vision insurance
* Share Options Scheme
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