Desktop Support Technician L1

As the Desktop Support Technician in JFK Airport, you will be responsible for dealing with technical issues escalated from the helpdesk function and working with end user to troubleshoot hardware, software, and connectivity problems along with supporting the business on project-based requirements and IMACS.

Job Duties:

• Carry out regular routine, corrective and preventative maintenance on the range of passenger processing equipment within the airport.
• Respond to basic customer incidents and service requests passed across by the Global Service Desk and resolve general user faults within agreed SLAs.
• Troubleshoot and resolve basic airline host and connectivity issues.
• Provide timely updates to the Global Service Desk so that progress against each individual incident can be updated as required.
• Escalate any issues relating to incident resolution, such as the need for support from a more experienced Engineer, in a timely manner to ensure that customer SLAs can still be met.
• Carry out regular "floor-walking" and pro-active line of sight checks to identify and resolve any issues before they are raised as incidents through the Global Service Desk.