Desktop Support Technician - YYC Airport
- Calgary, AB, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Brief Description
The Desktop Support Airport Technician - will work as part of the ESP Global Services team to provide on-site support for all components of the airport passenger processing system within agreed contractual service level agreements at YYC - Calgary Airport and will provide a technical fault diagnosis within all trouble calls. The key objective is to resolve the incident with the customer over the telephone, using remote software tools and visiting the actual fault location at the airport. The measurement of success will be to exceed the target set for first time fix rate . The On Site Airport Tech function will ensure high level of quality and customer service is provided at all times to all customers and users.
Key Responsibilities But Not Limited To-
Skills
The Desktop Support Airport Technician - will work as part of the ESP Global Services team to provide on-site support for all components of the airport passenger processing system within agreed contractual service level agreements at YYC - Calgary Airport and will provide a technical fault diagnosis within all trouble calls. The key objective is to resolve the incident with the customer over the telephone, using remote software tools and visiting the actual fault location at the airport. The measurement of success will be to exceed the target set for first time fix rate . The On Site Airport Tech function will ensure high level of quality and customer service is provided at all times to all customers and users.
Key Responsibilities But Not Limited To-
- Diagnose fault and try to resolve on a first time fix basis.
- Diagnose if a replacement device is required and to arrange availability of device.
- Utilize the Knowledge Base to maximize the speed of resolution and improve customer satisfaction
- Update the Knowledge Base with known workarounds for problem tickets and reoccurring faults.
- All tickets are accurately recorded and rapidly processed; any that cannot be completed on a first time fix basis are passed to the correct resolution groups, engineer or partner with clear concise information.
- Handle the Logistics for sparing and repairing at the Site .
- Provide a high level of customer service and a drive for an excellent customer experience.
- Carry out regular routine and preventative maintenance as well as "floor-walking" on the range of IT equipment that is used to process passengers within the airport.
- Respond to all customer incidents and service requests passed across by the Global Service Desk and work to agreed SLAs
- Troubleshoot and resolve all airline host and connectivity issues
- Comply with the general ESP conduct and dress code and will ensure they comply to the behaviours expected by the company
Skills
- Industry qualification COMPTIA A+ , IT Support and Basic networking knowledge
- High School Diploma and or Technical /Computer certificate or Diploma
- Excellent telephone and customer soft skills
- ITIL Awareness
More about this job
Responsibilities
Provide on-site and remote technical support for airport passenger-processing systems at Calgary Airport, diagnosing and resolving incidents while aiming for a first-time fix. Maintain and repair equipment, manage spare-device logistics, update knowledge-base records, and deliver customer service in line with agreed service levels.
Requirements
The role requires a high school diploma and/or a technical or computer certificate or diploma, along with CompTIA A+ industry qualification, IT support skills, and basic networking knowledge. Strong telephone and customer-service skills and ITIL awareness are also required.
Skills
- Desktop Support
- Technical Troubleshooting
- Fault Diagnosis
- First-Time Fix
- Customer Service
- Telephone Support
- Remote Support Tools
- Basic Networking
- IT Support
- Incident Management
- Service Request Management
- Knowledge Base Management
- Preventative Maintenance
- IT Equipment Logistics
- Airline Host Connectivity Troubleshooting
- ITIL Awareness
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Transportation
- Logistics
Keywords
- Desktop Support
- Airport Passenger Processing System
- CompTIA A+
- IT Support
- Basic Networking
- ITIL Awareness
- Incident Management
- Service Requests
- Service Level Agreements
- First-Time Fix Rate
- Fault Diagnosis
- Remote Software Tools
- Knowledge Base
- Trouble Tickets
- Device Replacement
- Spares Logistics
- Equipment Repair
- Preventative Maintenance
- Floor-Walking
- Airline Host Systems
- Connectivity Troubleshooting
- Customer Service
- Technical Support
- Calgary Airport