What are the responsibilities and job description for the ORD IT Field Services Technician position at Swissport International AG?
Overview:
Job Summary
The IT Field Services engineer acts primarily as on-site 1st Level Support for Infrastructure, Hardware and Workplace Services. They take over incidents which cannot be solved immediately and remotely and if necessary, they will request external support, e.g. from software or hardware manufacturers (3rd Level Support).
The engineer also works closely with the central end user services and network teams in assisting with resolving issues around patching and security issues.
This role will assist in the day-to-day operation, maintenance, and troubleshooting of corporate desktops, phones, audio video equipment and desktop applications.
Job Responsibilities
Compliance
Travel:
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
Equal Employment Opportunity Statement
Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category. Candidates who are offered employment may be subject to a criminal record and other background checks as permitted or required by company policy or applicable law.
Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”
We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.
Job Summary
The IT Field Services engineer acts primarily as on-site 1st Level Support for Infrastructure, Hardware and Workplace Services. They take over incidents which cannot be solved immediately and remotely and if necessary, they will request external support, e.g. from software or hardware manufacturers (3rd Level Support).
The engineer also works closely with the central end user services and network teams in assisting with resolving issues around patching and security issues.
This role will assist in the day-to-day operation, maintenance, and troubleshooting of corporate desktops, phones, audio video equipment and desktop applications.
Job Responsibilities
- Support the business with infrastructure, hardware and workplace support on a need’s basis at a local level
- Resolve incidents on site
- Support end users every day to ensure their technology is working as expected.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VPN, Windows OS, O365 apps, and more
- Determine the best approach to providing a solution based on the issue and details provided, including walking the customer through the problem-solving process and solution
- Assist with the employee onboarding process, including equipment procurement & imaging, as well as account provisioning
- Manage SaaS products such as telephony systems, desktop management systems, mobile device systems, antivirus solutions, etc.
- Identify and escalate priority issues as needed
- Document all end-user support in a ticketing system
- Manage time and tasks as assigned by manager
- Escalate IT service and application operational issue to their corresponding 2nd and 3rd level of support.
Compliance
- Adhere to Swissport IT Policy
- Adhere to Swissport ITSM standards & policies
- Adhere to Swissport IT Enterprise Architecture standards
- Adhere to Swissport IT Program & Program Management standards
- Adhere to Swissport IT Security standards & policies
- Adhere to any other Swissport non-IT compliance standards
- Adhere to Swissport IT Vendor Management framework
- Ensure deployment of the Corporate QHSE Manual
Qualifications and Competencies
- Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
- 4-5 years of experience supporting desktop or laptop technical issues
- Clear, professional communication skills, experience in communicating with users, and able to contribute to team discussions
- Ability to physically move and install equipment including but not limited to desktop PCs, monitors, laptops, desks, etc.
- Strong analytical, planning and problem-solving skills
- Ability to work and succeed in a dynamic and multi-cultural matrix organization
- Fluent command of oral and written English as the corporate language; knowledge of any other language would be an advantage
Travel:
- Able to travel up to 15% to support job responsibilities.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
Equal Employment Opportunity Statement
Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category. Candidates who are offered employment may be subject to a criminal record and other background checks as permitted or required by company policy or applicable law.
