BOS IT Field Services Technician - Swissport International AG

Job Details

Job Title: IT Field Services Technician (End User Support)

Location: BOS

Reporting to: IT Field Services Manager

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.