Desktop Support Technician - Chicago O'Hare Airport

at  ESP Global Services

ABOUT THE JOB:

As the Desktop Support Technician, you will be the responsible onsite resolver group, providing hardware break-fix maintenance and platform support on a range of customer equipment within the airport environment. Maintaining continuity of service for all components of the airport passenger processing systems and resolve a range of technical issues which may occur. Ensuring that all hardware issues are effectively and efficiently resolved in line with our customers’ contractual service level agreements (SLAs).

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.

• Carry out regular routine, corrective and preventative maintenance on the range of passenger processing equipment within the airport. These include but not exclusive to the following systems:
• IDS – Information Display systems
• CUSS – Common Use Self Service Kiosks
• CUTE – Common Use Terminal Equipment
• SBD – Self bag Drop
• BRS – Baggage reconciliation system scanners
• AODB – Airport operations database
• RMS – Resource Management Systems
• Respond to customer incidents and service requests assigned via omnichannel methods, including Service Desk, automatic ticketing systems or help apps within agreed SLAs.
• Troubleshoot and resolve basic airline host and connectivity issues.
• Provide timely updates so that progress against each individual incident can be updated as required.
• Communicate directly with customers and end users to resolve issues and provide updates on progress, ensuring that a positive customer experience is always delivered
• Escalate any issues relating to incident resolution, such as the need for support from a more experienced engineer, in a timely manner to ensure that customer SLAs can still be met.
• 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.
• This is a 40-hour week, which may vary to accommodate 7 days x 12-hour coverage from the onsite team.