JOB DESCRIPTION

Member of the support team responsible for the day-to-day activities at Los Angeles International Airport – Tom Bradley International Terminal. The support technician provides On-site technical support for the Operation and Passenger Services Automated Biometric Boarding Gates (ABBG) called eGates.

Job Location: Los Angeles International Airport (LAX)

JOB DUTIES

· The Airport System Support Technician will work on location at Los Angeles International Airport (LAX) on a part time basis working 30 hours per week, covering the airport boarding gate operation 7 days per week.

· This role will report directly to the Operations Service Manager.

· Technicians are required to be dedicated to servicing the customer’s equipment, provide corrective and preventive maintenance and strive to meet required SLAs for incident/problem resolution.

· Monitor applications usage so that they can assist end-users and suggest when additional user training is needed.

· Technicians would remain in the assigned team area and respond to trouble calls. Technicians are the primary contact for trouble tickets.

· Technicians will have the necessary security clearance to work in any area of the airport where supported equipment is located. In most cases technicians are not expected to repair equipment on the spot unless a simple procedure clears the fault.

· The technician will replace the inoperative equipment with a unit from the spares pool and will maintain appropriate records.

· Technicians are responsible for maintaining the spares inventory and process onsite and offsite repairs.

· be well presented in line with company dress code and conduct yourself in a professional manner.

SERVICE DELIVERY

· Responsible for daily incident logging, tracking, resolution, escalation, status, closures, and root cause analysis of all incidents/problems.

· Routine system maintenance tasks, applying software fixes/updates and other preventive maintenance tasks to ensure system is working according to the availability requirements.

· Respond to incidents and problem break/fix activities when errors and faults occur in order to restore the equipment operation as quickly as possible.

· Identify the root-cause analysis and resolve faults.

· Liaise with customer, on site and remotely, and proactively communicate with the Service Delivery Manager, escalating issues and identifying service improvement opportunities.

· Provide on-site early life support.

· Reporting: Ensure that supervisor or Operations Service Manager are aware of any unusual events that may have an adverse impact on service delivery or the company reputation. Ensure that escalation procedures are adhered to.

· Perform any and all other projects or duties as directed by the Operations Service Manager or his designee.

QUALIFICATIONS

Function holder’s minimum qualifications and experience should include:

· Knowledge of networking fundamentals (TCP/IP, HTTP, routing and switching, etc.)

· Hardware diagnostic and repair experience with basic understanding of electrical and electronic components

· Proven experience in the installation, maintenance and troubleshooting of system hardware, desktop support, airline ticketing systems and printers or equivalent systems and hardware.

· Highschool, Trade School or College diploma or university degree in the field of computer science, information technology, or related field and/or 2 years equivalent work experience. However, will provide training to service eGates.

· ITIL Foundations training/qualifications advantageous.

· Basic understanding of Information Security principles, security protocols, and Public Key Infrastructure (PKI).

· Experience working in airports is preferred, but not a requirement.

PHYSICAL ATTRIBUTES

Function holder’s minimum physical attributes should include:

· Independent mobility throughout work locations, and ability to move unaided from one working level to another, ability to access, unaided, all installed equipment locations, including working at height, when required.

· Ability to carry tools, test equipment and replacement equipment (up to 35 lbs).