CUSTOMER SUPPORT ENGINEER

Descripción del puesto.
Job TitleCustomer Support Engineer Summary.
In this role, you will take calls and cases from agents who face passengers, airport/airline/ground handler support teams and partners.
You will also respond to automatically logged incidents and alerts from advanced surveillance tools.
The products you will support include passenger processing equipment at airports (auto bag drop units, check-in kiosks, bio pods, auto boarding gates), as well as the cloud and network infrastructure that enable passenger self-service processing.
Moreover, you will support software-based products such as touchless bag tagger, passenger reconciliation, on-airport, and off-airport check-in.
You will need to perform incident management to restore the contracted service, change management to modify the contracted service, guide to physically support hardware devices at the airport and customer reporting for the contracted services.
Main Position Activities.
* Provide support to customers concerning (COMPANY NAME) Airport IT solutions through telephone, email, and chat.
* Take ownership of customer issues, lead the investigation, and ensure resolution within a given time limit.
* Log incidents according to customer SLAs (Service Level Agreements) and triage them.
* Determine the root cause of incidents using tools such as Ultra VNC, Kibana, and log analysis.
* Execute actions to recover, update the incident management tool, and escalate high-priority incidents.
* React to proactive alerts generated by monitoring tools, investigate the root cause, log incidents if there is a business impact, and execute actions to address the alert.
* Apply proactive problem management to anticipate potential incidents.
* Receive and acknowledge field services incidents for on-site investigation, triage, and determine the root cause.
* Perform proactive visual observation of supported equipment, escalate high-priority incidents, and perform scheduled maintenance.
* Update Preventative Maintenance sheets and can troubleshoot advanced issues on self-service equipment.
* Handle P1/P2 incidents by following the incident management process and helping resolve the issue.
* Document errors and resolutions, create and update support documentation, and work with the customer service design team to develop novel support models.
* Deliver training of Airport IT solutions to customers, business partners, and colleagues.
Requirements.
Education * Degree in IT or Computer Science/Engineering, Mechatronics, Electrical Engineering, Networking etc.
and/or relevant work experience.
* Certification in IT Systems and ITIL (Information Technology Infrastructure Library) Fundamentals is a plus.
Functional Skills * Strong command of spoken and written English.
Other languages are beneficial.
* Structured and clear written and verbal communication.
* Flexibility to work on multiple projects simultaneously and adjust to changing requirements.
* Problem-solving approach with the ability to find alternative solutions.
* Able to understand customers' needs and resolve conflicts.
* Flexibility and desire to work in a multicultural environment.
* Availability to work on day shifts, weekends, and holidays as part of a global follow-the-sun support team.
Job Experience * Customer support background.
* Experience in verbal and written customer interactions.
* IT experience, skills, and/or knowledge of.
* Microsoft Windows operating systems.
Linux and Windows Server are a plus.
* OS (Operating System), Hardware, Electronic troubleshooting.
* Network, Cloud solutions assessment, tools, and troubleshooting.
* Virtual machines and applications.
VMware and Citrix are a plus * Remote management and deployment software.
* Databases and database engines.
SQL and Splunk are a plus.
* Understanding of application server technologies, e.
., IIS, Tomcat, JBoss.
* Python, Java, SQL, and other scripting languages.
* Log analysis, using tools such as Ultra VNC, Kibana etc.
* Training delivery experience is a plus.
* Airport IT operation background is a plus.
What we can offer you.
· A vibrant multi-cultural environment with countless international mobility opportunities.
· Permanent contract and a competitive benefits package such as pension plan, travel, life, healthcare insurance and lunch allowance, and other perks.
· Career growth opportunities.
· You'll be joining one of the world's top software companies.
#LI-EMEA Diversity & Inclusion We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation