Implementation & Support Engineer

Summary

The job is for an Implementation & Support Engineer in AeroCloud's DIS team. The role involves ensuring the successful deployment and support of software and associated equipment in airports across the US and neighboring territories. The role requires at least 2 years' experience delivering hardware installations within airport environments, familiarity with SaaS and remote hardware support, strong communication skills, and a customer-first approach.

Requirements

• At least 2 years' experience delivering hardware installations within airport environments
• Experience working in a service helpdesk and be familiar with SaaS and remote hardware support
• Strong working knowledge of Windows-based machines
• Experience with Networking, Installation and configuration of network switches, firewall configuration, switch configuration - VLANs, IP Routing, end user equipment diagnostics

Responsibilities

• Managing the successful implementation and go live support to AeroCloud and our customer’s expectations
• Deliver on site product troubleshooting training to airport IT employees
• Regular and transparent reporting on the progress of implementations and deployments to the project team
• Providing technical support to customers in a fast-paced environment, resolving issues remotely
• Maintaining excellent customer service and satisfaction by responding promptly to customer inquiries and concerns
• Work with ticketing systems to document and track issues and resolutions
• Prioritising and managing multiple support tickets at the same time
• Ensure that logged support tickets are reviewed and escalated to provide the highest level of service
• Follow change management processes and adhere to Service Level Agreements (SLAs)
• Assisting to update and maintain knowledge base in form of creating and updating documentation and guides
• Assist with the deployment of software updates and patching
• Assist with the Image and configure PC’s and other hardware equipment

Preferred Qualifications

• Experience with common use installations would be advantageous
• Past knowledge of USB and Serial connected devices would be advantageous
• Cloud infrastructure experience with Azure and AWS would also be advantageous

Benefits

• Competitive salary
• 20 days annual leave + statutory holidays
• Take your birthday off work on us as well
• Extensive upskilling and training
• Company funded health insurance
• Company funded dental and vision insurance
• Share Options Scheme