Contract Product Support Engineer – Aviation Tech

Deerfoot Recruitment Solutions Ltd

Twickenham

On-site

GBP 27,000 - 36,000

Full time

2 days ago

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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.