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Technical Support Engineer (1st Line Support) at AeroCloud

Manchester, United Kingdom

Job Descrption

AeroCloud creates modular and scalable intelligent airport management software built on leading-edge technology. Our cloud-native platform uses predictive artificial intelligence and machine learning. Together with our common-use passenger processing and self-service solutions, we deliver an innovative answer to the complex operational challenges experienced by airports across the globe.

AeroCloud’s Intelligent Airport Management System (iAMS) and Flight Management System reduce manual inputs and centralise data, making it available to all members of airport stakeholder groups. Inspection, Lease and Asset Management systems support on-site logistical planning. In addition, Common-Use Passenger Processing and Self-Service solutions and our Mobile Bag Drop app help airports efficiently manage the ups and downs in daily passenger numbers.

Our platform is 100% cloud-native, and users can access it anywhere, anytime, and on any device. We configure all modules within the Cloud and deliver remote updates quickly and easily; users can access AeroCloud’s software via a web interface, removing the need to access a local network. Airports can depend on our cloud-hosted platform’s security, fast processing speeds and scalability.

Requirements

About you

We are looking for a 1st Line Support Engineer to join our Delivery, Implementation and Support team who will report directly to the Global Head of DIS. This role will not have any direct reports and will be based in our Stockport Office with a hybrid working model.

Summary of Role

As a 1st line support engineer you will be working across our airport customers, resolving support issues, diagnosing, and troubleshooting across hardware and SaaS products, working within a chase the sun support model.

Key Responsibilities

· Provide technical support to customers in a fast-paced environment, resolving issues remotely.

· Maintain excellent customer service and satisfaction by responding promptly to customer enquiries and concerns.

· Work with ticketing systems to document and track issues and resolutions.

· Prioritising and managing 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 ensure adherence to Service Level Agreements (SLAs).

· Assisting to update and maintain knowledge base in form of creating and updating documentation and guides.

The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs.

There will also be growth opportunities for the right candidates with progression paths into 2nd line support and on-site implementation engineer roles supporting our customers globally.

What are we looking for?

The successful candidate will have at least 1 years' experience working on a support or service helpdesk and be familiar with SaaS and remote hardware support. You will be comfortable supporting multiple products and being able to context switch.

A customer first approach is a must and is equally as important as technical skills. You should have strong communication, excellent stakeholder management skills and be able to operate at the highest levels while under pressure.

A self-starter approach and having a relentless ability to investigate and own issues to their conclusion will get you far in this role.

Strong working knowledge of Windows-based desktops is a big advantage with our hardware products.

Experience with Networking (Active Directory and Windows Server) and end user equipment diagnostics including USB and Serial connected devices would be advantageous but not essential.

Experience with airport software or in airport environments would also be advantageous but not essential.

Our ethos

AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact. Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles.

AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.

Benefits