IT AIRPORT ENGINEER - LONDON HEATHROW AIRPORT

You will provide smooth operation and uninterrupted service of the Airport Passenger Processing System by proactively addressing and resolving technical issues—ranging from routine maintenance to more complex, specialist-level challenges. This role is vital in maintaining operational excellence and customer satisfaction within the airport environment.

Key Responsibilities:

• Proactive System Maintenance: Conduct regular routine and preventative maintenance across a variety of passenger processing equipment to ensure flawless system performance at all times.
• Incident & Service Request Resolution: Swiftly respond to customer incidents and service requests routed through the Global Service Desk, resolving faults within established SLAs to minimize downtime.
• Troubleshooting Expertise: Efficiently identify and resolve airline host and connectivity issues, leveraging deep technical expertise to restore services quickly.
• Clear Communication: Maintain clear, continuous communication with colleagues and senior staff, ensuring timely updates to the Global Service Desk and tracking incident progress for smooth resolution.
• Escalation Management: Resolve escalated issues from Airport Technicians promptly, ensuring SLAs are met and customer satisfaction is maintained.
• Training & Mentorship: Provide on-site coaching and support to the Airport SSK Engineer, helping them enhance their skills and confidence in incident resolution.
• Inventory & Parts Management: Proactively identify spare parts needs and coordinate with the Global Service Desk to ensure quick resolution of any hardware-related issues.
• Proactive Site Monitoring: Conduct regular “floor-walking” and line-of-sight checks to identify potential issues before they become incidents, ensuring smooth operations and reducing reactive problem-solving.

PHYSICAL REQUIREMENTS:

• Able to lift or push 20-40 kilograms of equipment if needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.

• Proactive System Maintenance: Conduct regular routine and preventative maintenance across a variety of passenger processing equipment to ensure flawless system performance at all times.
• Incident & Service Request Resolution: Swiftly respond to customer incidents and service requests routed through the Global Service Desk, resolving faults within established SLAs to minimize downtime.
• Troubleshooting Expertise: Efficiently identify and resolve airline host and connectivity issues, leveraging deep technical expertise to restore services quickly.
• Clear Communication: Maintain clear, continuous communication with colleagues and senior staff, ensuring timely updates to the Global Service Desk and tracking incident progress for smooth resolution.
• Escalation Management: Resolve escalated issues from Airport Technicians promptly, ensuring SLAs are met and customer satisfaction is maintained.
• Training & Mentorship: Provide on-site coaching and support to the Airport SSK Engineer, helping them enhance their skills and confidence in incident resolution.
• Inventory & Parts Management: Proactively identify spare parts needs and coordinate with the Global Service Desk to ensure quick resolution of any hardware-related issues.
• Proactive Site Monitoring: Conduct regular “floor-walking” and line-of-sight checks to identify potential issues before they become incidents, ensuring smooth operations and reducing reactive problem-solving