Contract Product Support Associate Engineer

Deerfoot Recruitment Solutions Ltd; Twickenham; On-site; GBP 27,000 - 36,000; Full time

Job summary

Deerfoot Recruitment Solutions Ltd is seeking an Associate Product Support Engineer for a 12-month contract at Heathrow. You will support passenger self-service tech, including auto bag drop, check-in kiosks, biometric pods and boarding gates, with cloud and network infrastructure behind them.

The role combines remote diagnosis with hands-on maintenance across 365 days on a day or night roster. You’ll handle incident resolution within SLA, triage alerts, investigate root causes, and provide

Qualifications

• Degree in IT, Computer Science, Mechatronics, Electrical Engineering, Networking or related subject.
• 1–2 years of relevant experience (including part-time roles).
• Grounding in operating systems, PC and electronic hardware, networks and cloud.
• Some scripting or programming in Python, Java, SQL or similar.
• Customer-focused approach and understanding of how much customers rely on the service.

Responsibilities

• Take calls from passenger-facing agents and airport helpdesks, own incidents from first contact to resolution within SLA.
• Triaging incidents and proactive alerts from monitoring tools; investigate root cause with remote access tools and log analysis.
• Escalate issues beyond the team's scope to higher-level support groups or third parties; keep customers updated.
• Spot recurring problems; link incidents to problem records and pass evidence to R&D teams.
• Create support documentation; onboard new customers and deliver training to customers and colleagues.
• Attend site for scheduled maintenance and preventive maintenance records.

Skills

Python

SQL

Java

Education

IT/CS/Mechatronics degree

Tools

Kibana

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