Overall Job Purpose
Based on site at Gatwick Airport to provide onsite support for a variety of IT hardware and software products within the required Service Level Agreement (SLA). Provide Technical Support to other staff in Managed Services . Work efficiently and proactively to deliver IT support service to British Airways. Support provided via rotating shift patterns between 7am and 11pm, weekends,bank and public holidays included.
Unpack, commission and deliver equipment
PC builds in accordance with standard procedures
Configure devices at point of delivery in accordance with standard procedures
Install and support all Airline specific and desktop devices including managed print
Installation of all applications and software either locally or remotely using the tools provided, i.e. SMS
Installation and configuration of PCs, printers, upgrades and peripherals in accordance with standard procedures
Ensure site complies with defined cable management standards
Carry out all fault finding and follow diagnostic processes. (I.e. printing issues, PC connectivity)
Call handling in line with current procedures and the escalation and resolution of any issues in a timely manner
Test newly installed hardware in accordance with standard procedures
To be available to give support and advice to other managed services engineer working outside campus
Partake in routine Preventative Maintenance activities
Ensure suitable sign off is obtained to confirm a successful completion of works
Use of mobile device to handle and process all assigned calls at all times.
Comply with relevant Health & Safety procedures, both site and company driven.
Comply with all conditions of the local airport authority to include the conditions of personal ID pass and vehicle pass. Attending training at various locations as and when required
Related IT work within the Managed Services remit that would involve spending time in all areas of the Gatwick campus
Assist in any administration duties within the team as and when requested by your manager
Interface with customer
Be aware of the SLA of each call and endeavour to ensure the SLA is met.
To maintain company vehicles and their records
To comply with the company’s policy regarding the use of company vehicles, specifically with regard to driving in airside locations.
Participate on the OOH Support rota
Be available to provide project support on overtime outside of core hours as required by the site
Any other duties assigned by your manager
Skills, Knowledge, Experience
To have a full driving licence
Checkable 5 year work or education history
Shift basis of 6 days on, 3 days off
including Bank and Public holidays.
Shift 1 – 10am to 7 pm for 3 days
Shift 2 – 7am to 4pm for 3 days
3 days rest