Field Service Dispatch Technician - Overnight - San Francisco (SFO) Airport

About the role

As the Field Services Dispatcher Technician (Overnight schedule), you will provide and maintain continuity of service for all components of the Airport passenger processing system and resolve technical issues, including complex problems requiring specialist knowledge.

Responsibilities

• Carry out regular routine and preventative maintenance on passenger processing equipment within the airport.
• Respond to customer incidents and service requests from the Global Service Desk, resolving faults within agreed SLAs.
• Troubleshoot and resolve airline host and connectivity issues.
• Maintain high-level communication with colleagues, senior staff, and the Global Service Desk to provide timely incident updates.
• Offer on-site support, training, and coaching to Airport Technicians to enhance their incident-resolution skills.
• Identify required spares and advise the Global Service Desk to update customer incidents accordingly.
• Perform setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Participate in identity and access management for various systems.
• Conduct preventive maintenance on IT equipment, including cleaning kiosks, system checks, updates, patching, and proactive issue identification.
• Monitor system performance and recommend improvements to prevent recurring technical issues.
• Perform regular "floor-walking" and proactive checks to identify and resolve issues before they escalate.
• Other IT support duties as assigned.

Schedule

Rotational schedule: 5 days on, 2 days off (09:00 PM to 06:00 AM).

Requirements

• 1-2 years of experience supporting Microsoft Desktop software onsite or remotely.
• 1-2 years of experience using a ticketing system.
• 1-2 years of experience with network protocols, server hardware, and configurations.
• Previous airport technical support experience 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.
• Able to use mechanical tools.

Benefits

• Personal and professional development within a learning and development culture, including unlimited access to training.
• Diversity, inclusion, and belonging initiatives celebrating individual uniqueness.
• On-site parking.
• Tools provided.