Contract Product Support Associate Engineer

Deerfoot IT Resources Limited; City Of London; On-site; GBP 27,000 - 36,000; Full time

Job summary

Deerfoot IT Resources Limited is seeking an Associate Product Support Engineer at Heathrow for a 12-month contract. You will support auto bag drop units, check-in kiosks, biometric pods and related cloud/network infrastructure, with a mix of remote diagnosis and hands-on maintenance.

The role covers 365-day rosters with day and night shifts. You will triage incidents, analyze logs, provide customer updates, and create training material for customers and colleagues.

Qualifications

• Bachelors degree in IT, CS, Mechatronics, Electrical Engineering, Networking or related field.
• 1–2 years of relevant experience, including part-time roles.
• Grounding in operating systems, PC hardware, networks and cloud.

Responsibilities

• Take calls from passenger-facing agents and airline/airport helpdesks, resolving incidents within SLA.
• Triaging incidents and alerts using monitoring tools and log analysis.
• Escalate issues beyond team scope and keep customers updated throughout.
• Create support documentation and onboard new customers.

Skills

Customer focus

Incident management

Remote diagnosis

SLA adherence

Education

Bachelor's degree in IT/CS/Mechatronics/EE/Networking

Tools

Python

Java

SQL

Job description

Associate Product Support Engineer

Heathrow
12 Month Contract
170 p/d Inside IR35

Are you early in your IT or engineering career and ready to support technology that passengers rely on every day? This Associate Product Support Engineer contract puts you at the centre of passenger self-service at Heathrow, supporting airlines and airports around the world.

You’ll support auto bag drop units, check-in kiosks, biometric pods and automated boarding gates, along with the cloud and network infrastructure and software behind them, from touchless bag tagging to on‑and‑off‑airport check‑in.

It’s a shift‑based role on a rostered pattern covering all 365 days of the year, working either days (09:00 - 17:30) or nights (23:00 - 07:30), and mixing remote diagnosis with hands‑on work on the equipment itself.

What You’ll Be Doing

• Taking calls from passenger‑facing agents and airline or airport helpdesks, owning each incident from first contact to resolution within SLA
• Triaging incidents and proactive alerts from monitoring tools, investigating root cause with remote access tools, Kibana and log analysis
• Escalating issues beyond the team’s scope to higher‑level support groups or third parties, and keeping customers updated throughout
• Spotting recurring problems, linking incidents to problem records and passing clear evidence to R&D teams
• Creating support documentation, helping onboard new customers and delivering training to customers and colleagues
• Attending site for scheduled maintenance and mechanical repairs, and completing preventative maintenance records

What You’ll Bring

• A degree in IT, Computer Science, Mechatronics, Electrical Engineering, Networking or a related subject
• 1 to 2 years of relevant experience, including part‑time roles
• A grounding in operating systems, PC and electronic hardware, networks and cloud
• Some scripting or programming in Python, Java, SQL or similar
• A clear, customer‑focused approach and an understanding of how much customers rely on the service you support

Desirable: electro‑mechanical devices, PLCs, Kibana, UltraVNC

This role may suit candidates who have held roles including: Technical Support Engineer, Application Support Analyst, 1st Line Support Engineer, 2nd Line Support Engineer, Service Desk Analyst, Graduate Support Engineer, Field Service Technician

Deerfoot Recruitment Solutions Ltd is a leading independent tech recruitment consultancy in the UK. Deerfoot Recruitment Solutions Ltd acts as an Employment Business in relation to this vacancy.