Technology Support Specialist - Airport Lounges -...

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travelers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

What does a Technology Support Specialist - Airport Lounges do?

The Technology Support Specialist will be responsible for the support, maintenance, and enhancement of technology platforms used in airport lounges as well as assisting with deployments and upgrades. This role involves troubleshooting, repairing, and ensuring the smooth functioning of lounge technologies, including customer-facing systems, network connectivity, and operational tools. Additionally, the role will support the setup, configuration, and installation of new lounges, collaborating closely with cross-functional teams to ensure technical readiness and compliance with operational standards. Role serves as a technology subject matter expert on in-lounge technology and systems.

What You'll Do:

Key Overall Responsibilities

• Ensure the delivery of global technology operations and support strategy for Airport Dimensions that enables rapid expansion in the next 18 months and underpins the growth strategy for the business
• Oversee matters relating to service delivery, including incident, change, problem and demand management and efficiently deliver the technical components of business change and client engagements that meet the quality expectations within the allocated time and budget.
• Supports EUC, Infrastructure/Platforms (SaaS, IaaS, PaaS), Network and Telephony across Azure, AWS, on-premise.
• Partner with wider IT function and cross-functional teams to address technical requirements for both new and existing lounges, including security, networking, and compliance.
• Evaluate and recommend new Airport Dimensions and Technology Products and Services.

Technical Support & Maintenance

• Experience in developing a service and support delivery model, including software support and ticketing systems.
• Provide day-to-day support for airport lounge technical platforms, ensuring systems are operational and optimized.

• Acts of key point of contact for Collinson IT Service Desk for Security Incident Notification and Resolution.

• Manage network infrastructure using Cisco, Ubiquiti and Aerohive solutions.
• Troubleshoot hardware and software issues on-site and remotely, resolving issues in a timely and effective manner.

• Support desktop computing environments, including:
  • Windows and macOS workstation management
  • Point-of-sale (POS) system support
  • Software installations and updates
• Perform regular maintenance, software updates, and system audits to maintain optimal performance and security.

• Monitor system performance and respond proactively to minimize downtime and service interruptions.
• Implement and maintain network security protocols.
• Document troubleshooting processes, support activities, and resolutions to build a comprehensive knowledge base.

New Lounge Installation

• Plan, coordinate, and execute technical setup of new airport lounges.
• Design and implement network topology.
• Actively participate in the PMO process, providing updates to project plans and teams.
• Configure and install IT hardware and software in alignment with company standards and requirements.
• Deploy Cisco, Ubiquiti and other registration hardware equipment.
• Conduct testing and quality checks on installed systems, ensuring all platforms meet functional specifications.
• Collaborate with vendors and other internal departments to ensure timely completion of installations and adherence to budgetary protocols.

Collaboration and Customer Service

• Support lounge management and operations teams.
• Provide technical training and support for staff.

• Develop technical documentation and training materials.
• Serve as the technical point of contact for lounge staff, providing training and support for system usage.

Continuous Improvement

• Identify opportunities for improving technical platform performance and reducing maintenance overhead.
• Participate in the development and implementation of best practices and standard operating procedures for technical support and lounge installations.

What You'll Need?

Education

• Bachelor’s degree in network engineering, Information Technology, or related field
• Network certification preferred (CCNA, CCNP)

Experience:

• 5 years experience in delivery of technology across a global operational environment, preferably in hospitality, retail, or airport environments
• Experienced with network engineering and configuration (Cisco, Ubiquiti, Aero hive), hardware and software installation, and troubleshooting.

Technical Skills:

• Proficiency in troubleshooting and supporting Windows, iOS, and Android operating systems.
• Knowledge of POS systems, customer engagement platforms, self-service technology and digital signage technologies.
• Familiarity with networking fundamentals (e.g., TCP/IP, LAN/WAN) and basic security protocols.
• Ability to read and interpret technical diagrams, schematics, and configuration documentation.

• Advanced networking proficiency
  • Cisco, Ubiquiti, Aero hive technologies
  • Network segmentation and VLAN configuration
  • Desktop support expertise (Remote desktop management, Software deployment and System imaging)

Soft Skills:

• Excellent communication skills, with the ability to explain technical issues to technical as well as non-technical personnel.
• Strong organizational skills and attention to detail.
• Ability to work under pressure and prioritize effectively.
• Personable and professional leadership style that is customer-focused and always strives to achieve a win-win scenario.
• Has ability to tackle complex problems, define solutions and shares the learning back to teams.
• Able to embrace change in a growing business and exhibit creativity, taking a fresh-eye approach to challenges.

Working Conditions

• Travel: Must be willing to travel frequently for new lounge installations and on-site technical support.
• Physical Requirements: Ability to lift and transport IT equipment as needed for installations and maintenance.

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Collinson is an equal opportunity employer and welcomes differences in all their forms including: color, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc.).

If you need any extra support throughout the interview process, then please email us at ushr@collinsongroup.com