Contract Product Support Associate Engineer

Deerfoot IT Resources Limited; Twickenham; On-site; GBP 27,000 - 36,000; Full time

Job summary

Deerfoot IT Resources Limited is seeking an Associate Product Support Engineer for Heathrow on a 12-month contract with a daily rate of 170 pounds, Inside IR35. The role supports passenger self-service systems including auto bag drop, check-in kiosks, biometric pods, and boarding gates.

You will combine remote diagnosis with hands-on work, covering 365 days on a rotating days/nights schedule, and you will contribute to monitoring, maintenance, and customer-facing documentation and training.

Qualifications

• A degree in IT, Computer Science, Mechatronics, Electrical Engineering, Networking or a related subject.
• 1-2 years of relevant experience, including part‑time roles.
• Grounding in operating systems, PC hardware, networks and cloud.
• Some scripting or programming in Python, Java, SQL or similar.
• Clear, customer‑focused approach and understanding of reliable service.

Responsibilities

• Take calls from passenger-facing agents and helpdesk, 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.
• Spotting recurring problems, linking incidents to problem records and providing 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 completing preventative maintenance records.

Skills

Incident ownership

Remote diagnostics

Kibana

Log analysis

Python

Java

SQL

Customer service

Networking basics

Cloud basics

Education

Degree in IT/CS/Mechatronics

Tools

Remote access tools

PC hardware

Networking equipment

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.