Field Service Dispatch Technician - Overnight - Chicago (ORD) Airport

Brief Description

As the Field Services Dispatcher Technician (Overnight schedule), you will be responsible for providing and maintaining continuity of service for all components of the Airport passenger processing system and resolving technical issues, including more complex issues requiring specialist knowledge.

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 Service Level Agreements (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 cleaning kiosks, routine system checks, updates, patches, 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.
• Perform other IT support duties as assigned.

Requirements

• 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 needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.

What We Will Offer

• Personal & Professional Development: Unlimited access to professional and personal training to develop your career.
• Diversity, Inclusion & Belonging: Unconditionally inclusive workplace celebrating individual uniqueness.

Benefits

• Parking at location.
• Tools.