Support Engineer 1st / 2cd Line

AeroCloud Systems; Manchester; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative company is seeking a 1st / 2nd Line Support Engineer to join their dynamic team. This role involves resolving support issues for airport customers while working within a hybrid model. You will provide top-notch technical support across hardware and SaaS products, ensuring customer satisfaction and efficient issue resolution. The ideal candidate will have a strong customer-first mindset, excellent communication skills, and a solid technical background. This is a fantastic opportunity to grow within a forward-thinking organization that values your contributions and offers a flexible working environment.

Benefits

Competitive salary

Best in Class Share Options scheme

Flexible working environment

25 days annual leave + statutory holidays

Birthday off work

Employee Assistance Program

Extensive upskilling and training

Company pension scheme

Employee perks and discounts

Cycle to work and EV scheme

Qualifications

• At least 2 years of experience in support or service helpdesk.
• Strong working knowledge of Windows-based machines and Active Directory.

Responsibilities

• Provide technical support to customers in a fast-paced environment.
• Maintain customer satisfaction by responding promptly to inquiries.
• Assist in updating and maintaining the knowledge base.

Skills

Technical Support

Customer Service

Communication Skills

Problem Solving

Active Directory

Networking

SaaS Support

Windows Server

Education

2+ years in Support or Service Helpdesk

Tools

Ticketing Systems

Azure

AWS

Microsoft SQL

MongoDB

Job description

AeroCloud: Revolutionizing Airport Operations

AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world.

We achieve this by becoming the airport's first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success.

Our Commitment to Excellence

At AeroCloud, being the airport's first call means exceeding expectations at every customer interaction. This is not just a goal; it's our standard. We prioritize detail, diligence, and a proactive approach in everything we do. If there's a task to be completed, we see it through. If a customer needs an answer we don't yet have, we respond promptly to let them know we're on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step.

Requirements

About you

We are looking for a 1st / 2nd Line Support Engineer to join our Delivery, Implementation and Support (DIS) 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 / 2nd 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

1. Provide technical support to customers in a fast-paced environment, resolving issues remotely.
2. Maintain excellent customer service and satisfaction by responding promptly to customer inquiries and concerns.
3. Work with ticketing systems to document and track issues and resolutions.
4. Prioritize and manage multiple support tickets at the same time.
5. Ensure that logged support tickets are reviewed and escalated to provide the highest level of service.
6. Follow change management processes and adhere to Service Level Agreements (SLAs).
7. Assist in updating and maintaining the knowledge base in the form of creating and updating documentation and guides.
8. Assist with the deployment of software updates and patching.
9. Assist with imaging and configuring PCs and other hardware equipment.
10. Mentor and support 1st line engineers.
11. The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs.
12. There will also be growth opportunities for the right candidates.

What are we looking for?

1. The successful candidate will have at least 2 years of 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.
2. 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.
3. A self-starter approach and having a relentless ability to investigate issues to the end will get you far in this role.
4. Strong working knowledge of Windows-based machines is a must, including managing domain equipment using Active Directory and looking after Windows Server components.
5. The candidate should have experience with networking, installation, and configuration of network switches, firewall configuration, switch configuration - VLANs, IP Routing, and end-user equipment diagnostics. Additionally, past knowledge of USB and Serial connected devices would be advantageous.
6. Cloud infrastructure experience with Azure and AWS would also be advantageous.
7. Past experience with database technologies would be advantageous, particularly Microsoft SQL and MongoDB.
8. Experience with airport/airline software that is used in airport environments would also be advantageous but not essential.

Benefits

What's in it for you:

1. Competitive salary
2. Best in Class Share Options scheme
3. Flexible working environment
4. 25 days annual leave + statutory holidays
5. Take your birthday off work on us as well
6. Access to our Employee Assistance Program
7. Extensive upskilling and training
8. Company pension scheme
9. Access to employee perks and discounts
10. Access to salary sacrifice - Cycle to work and EV scheme
11. Digital Nomad policy