Senior Desktop Support Technician - JFK Airport

As the Senior Desktop Support Technician, you will be the responsible onsite resolver group, providing hardware break-fix maintenance and platform support on a range of customer equipment within the airport environment. Maintaining continuity of service for all components of the airport passenger processing systems and resolve a range of technical issues which may occur. Ensuring that all hardware issues are effectively and efficiently resolved in line with our customers’ contractual service level agreements (SLAs).

What will you do?:

• Carry out regular routine, corrective and preventative maintenance on the range of passenger processing equipment within the airport. These include but not exclusive to the following systems: CUTE/CUPPS, CUSS, SBD, e-boarding gates, IDS, BRS, AODB & RMS.
• Respond to customer incidents and service requests assigned via omnichannel methods, including Service Desk, automatic ticketing systems or help apps within agreed SLAs.
• Troubleshoot and resolve basic airline host and connectivity issues.
• Provide timely updates so that progress against each individual incident can be updated as required.
• Communicate directly with customers and end users to resolve issues and provide updates on progress, ensuring that a positive customer experience is always delivered
• Escalate any issues relating to incident resolution, such as the need for support from a more experienced engineer, in a timely manner to ensure that customer SLAs can still be met.
• Carry out regular “floor-walking” and pro-active line of sight checks to identify and resolve any issues before they are raised as incidents through the Global Service Desk.
• This role is working rotational schedule: 4 days on & 4 off / rotational schedule (07:00am to 07:00pm or 07:00pm to 7:00am) 5 days on & 2 days off (8:00am - 5:00pm - 1 hour lunch)

Do you have experience in Customer communication?, * Technical Support: 2+ years of experience providing comprehensive Helpdesk/Desktop Support and Field Services, adept at troubleshooting a variety of issues related to hardware, software, connectivity, and operating systems.

• IT Infrastructure Support: Proven track record in IT infrastructure support, including Desktop Support Services (DSS), multiple workstation operating systems (Windows, Mac), multiple mobile operating systems (Android, iOS), networking, and printing services.
• Onboarding and Offboarding: Skilled in managing Starter and Leaver requests, encompassing desktop/laptop/iPad setup, screen installations, patch port cabling, software configuration, and mobile device setup.
• Microsoft and IT Hardware Expertise: Extensive experience in IT support and troubleshooting, with in-depth knowledge of Microsoft Desktop software (Windows 7/10, Office Suite) and various operating systems, along with a solid understanding of IT hardware.
• Continuous Learning & Adaptability: Self-motivated and driven to learn, with a keen ability to adapt to new challenges and changes in the work environment.
• Communication Skills: Strong verbal and written communication skills, ensuring clear and effective interaction with clients and team members.
• Preferred Industry Experience: Previous experience within the airport/airline industry, leveraging sector-specific insights to enhance support efficiency.

Physical Requirements:

• Able to lift or push 20-75 pounds of equipment if need it.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.

If you are….

Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the environmental and technical variety of end user environments we should connect and explore.

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, We offer a competitive range based upon suitability or experience., * Medical/Dental/Vision Insurance coverage
• PTO time
• Perkbox discounts

ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.

Join a team that prioritizes excellence-our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.