Field Support Technician

Job Title

Field Support Technician

Purpose of the role

The purpose of this role is to provide front line support and effective incident management of all Amadeus Passenger Processing Solutions at Perth Airport. The role is responsible for the effective operation of End user services, differentiating BU legacy solutions, local network and infrastructure services. Technologies include:

• ICM Kiosk and Self-Service Bag Drops
• Airport Cloud User Workstations and Peripherals
• Auto Boarding Gates
• Biometric Devices

Main Responsibilities

• Manage the overall Tier I , Tier II & Tier III IT service desk operations. Operate Help Desk with a high first call resolution and one stop, cost effective service delivery.
• End to end management of incidents, including response, rectification and follow up with internal departments within acceptable timeframes.
• Escalate and track issues which exceed the scope of the frontline support capability. Ensures high customer satisfaction levels are maintained.
• Ensure timely, high quality delivery of service to customers of Perth Airport. Provides a high level of service, reporting, accountability, and clear executive and technical level communication.
• Perform routine preventative maintenance of all onsite hardware. Define escalation points to subject matter experts.
• Maintain Asset Management Database for all deployed equipment. Manage and enhance legacy services where appropriate.
• Monitor and maintain appropriate stock levels of consumable items required for operations continuity.
• Assist with onsite testing, implementation, or ad-hoc end user training of installed equipment.
• Responsible for reporting definition, tracking performance and metrics on a daily, weekly, and monthly basis.
• Ensure timely, high quality of service to customers. Delivers and maintains PC/mobile devices, utilizing system automation tools/technologies available.
• Manages third party service providers to ensure smooth and timely delivery of services.
• Oversee benefits realization to ensure that the business outcomes are achieved.
• Understand supporting systems, organizational and compliance requirements across multiple geographies globally & regionally..
• Ensure that the organization’s Customer and Employee solutions are effectively secured and that risks are mitigated.
• Assisting with Audits both internal and external i.e. facilitate provision or relevant artefacts
• Ensure compliance against Cyber security practices as per requirements
• Drive a cyber security strategy including cyber security incident register and annual cyber security awareness training

Experience Required

• Experience in delivering IT Support in an Airport or similar environment preferred but not essential.
• An understanding of mechanical componentry
• Customer Service in an IT Environment
• Ability to diagnose technical issues and assess appropriate action required

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.