Field Service Dispatch Technician - JFK Airport

ESP Global Services; New York (NY); Vor Ort; USD 34.000 - 48.000; Teilzeit

Zusammenfassung

ESP Global Services Ltd is seeking a Field Services Dispatcher Technician (Part-Time 0-20 hours) to ensure continuity of service for airport passenger processing systems and resolve complex IT issues, including specialist-level tasks.

The role involves routine maintenance, incident response, onsite training, and close collaboration with the Global Service Desk to keep incidents updated and resolved efficiently.

Qualifikationen

• 1-2 years of experience supporting onsite/remotely Microsoft Desktop software.
• 1-2 years of experience using ticketing system.
• 1-2 years of experience of network protocols, server hardware and configurations.

Aufgaben

• Carry out regular routine and preventative maintenance on passenger processing equipment at the airport.
• Respond to all customer incidents and service requests passed across by the Global Service Desk.
• Service and resolve user faults within SLAs.
• Troubleshoot and resolve airline host and connectivity issues.
• Maintain communication with colleagues and senior staff and provide timely updates to the Global Service Desk.
• Offer support and on-site training to Airport Technicians to improve incident resolution.
• Identify required spares and advise the Global Service Desk to update incidents.
• Perform setup, installation, and configuration of desktop hardware and software in line with controls and standards.
• Participate in identity and access management of various systems.
• Perform preventive maintenance activities on IT equipment to minimize downtime.
• Monitor system performance and suggest improvements to prevent issues.
• Conduct floor-walking and proactive checks to identify issues before escalation.
• Other IT support duties as assigned.

Kenntnisse

Microsoft Desktop support

IT troubleshooting

Customer service

Ausbildung

High school diploma or equivalent

Tools

Ticketing system

Remote desktop tools

Networking basics

Jobbeschreibung

Brief Description

As the Field Services Dispatcher Technician (Part-Time 0-20 hours) you will be responsible to provide and maintain continuity of service for all components of the Airport passenger processing system and resolve any technical issues, including more complex issues requiring specialist knowledge, which may occur.

Availability

Flexible during the week.

What will you do?

• Carry out regular routine and preventative maintenance on the range of passenger processing equipment within the airport.
• Respond to all customer incidents and service requests passed across by the Global
• Service Desk and resolve any user faults within agreed SLAs
• Troubleshoot and resolve all airline host and connectivity issues
• Maintain a high level of communication at all times with both colleagues and senior members of staff and provide timely updates to the Global Service Desk so that progress against each individual incident can be updated as required.
• Offer support and on-site training and coaching to the Airport Technicians to increase their understanding and skill in resolving incidents.
• Identify any spares required and advise the Global Service Desk accordingly to ensure that the customer incident can be updated accordingly.
• Perform set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Participate in the identity and access management of various systems.
• Perform and promote preventive maintenance activities on IT equipment, including routine system checks, updates, patching, and proactive issue identification to minimize downtime and extend asset lifecycle.
• Monitor system performance and recommend improvements to prevent recurring technical issues.
• Carry out regular "floor-walking" and pro-active line of sight checks to identify and resolve any issues before they are raised as incidents through the Global Service Desk.
• Other IT support duties as assigned.

What will you bring to ESP?

• 1-2 years of experience supporting onsite/remotely Microsoft Desktop software.
• 1-2 years of experience using ticketing system.
• 1-2 years of experience of network protocols, server hardware and configurations.
• Previous airport technical support preferred
• Good verbal and written communication skills

Physical Requirements

• Able to lift or push 20-50 pounds of equipment if need it.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.

If you are...

Motivated to develop your career in IT Airport group, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.

What We Will Offer

Personal & Professional Development

Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and complement with recommended learning journeys via our L&D system, which caters to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary

We offer a competitive range based on suitability or experience.

Who Are We

ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are a global community of exceptional people passionately working together with one shared