Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide technical support to airport customers, resolving issues and troubleshooting hardware and SaaS products.
- Company: AeroCloud is revolutionising airport operations with innovative technology solutions for growth and efficiency.
- Benefits: Enjoy flexible working, competitive salary, share options, 25 days leave, and employee perks.
- Why this job: Join a dynamic team focused on excellence, customer satisfaction, and personal growth opportunities.
- Qualifications: 2 years of support experience, strong communication skills, and familiarity with SaaS and hardware support required.
- Other info: Hybrid working model based in Stockport; growth opportunities available for the right candidates.
The predicted salary is between 30000 - 42000 £ per year.
AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world. We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success.
Our Commitment to Excellence
At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritise detail, diligence, and a proactive approach in everything we do. If there’s a task to be completed, we see it through. If a customer needs an answer we don’t yet have, we respond promptly to let them know we’re on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step.
Job Requirements
About you
We are looking for a 1st / 2nd Line Support Engineer to join our Delivery, Implementation and Support (DIS) team who will report directly to the Global Head of DIS. This role will not have any direct reports and will be based in our Stockport Office with a hybrid working model.
Summary Of Role
As a 1st / 2nd line support engineer you will be working across our airport customers, resolving support issues, diagnosing, and troubleshooting across hardware and SaaS products, working within a chase the sun support model.
Job Responsibilities
- Provide technical support to customers in a fast-paced environment, resolving issues remotely.
- Maintain 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 PCs and other hardware equipment.
- Mentor and support 1st line engineers.
The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs. There will also be growth opportunities for the right candidates.
What are we looking for?
The successful candidate will have at least 2 years’ experience working on a support or service helpdesk and be familiar with SaaS and remote hardware support. You will be comfortable supporting multiple products and being able to context switch. A customer first approach is a must and is equally as important as technical skills. You should have strong communication, excellent stakeholder management skills and be able to operate at the highest levels while under pressure. A self-starter approach and having a relentless ability to investigate issues to the end will get you far in this role. Strong working knowledge of Windows-based machines is a must. Managing domain equipment using Active Directory and looking after Windows Server components. The candidate should have experience with Networking, Installation and configuration of network switches, firewall configuration, switch configuration - VLANs, IP Routing, end user equipment diagnostics. Additionally, past knowledge of USB and Serial connected devices would be advantageous. Cloud infrastructure experience with Azure and AWS would also be advantageous. Past experience with database technologies would be advantageous, particularly Microsoft SQL and MongoDB. Experience with airport/airline software that is used in airport environments would also be advantageous but not essential.
Job Benefits
- Competitive salary
- Best in Class Share Options scheme
- Flexible working environment
- 25 days annual leave + statutory holidays
- Take your birthday off work on us
- Access to our Employee Assistance Program
- Extensive upskilling and training
- Company pension scheme
- Access to employee perks and discounts
- Access to salary sacrifice - Cycle to work and EV scheme
- Digital Nomad policy
Support Engineer 1st/2nd Line employer: AeroCloud
Contact Detail:
AeroCloud Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer 1st/2nd Line
✨Tip Number 1
Familiarise yourself with AeroCloud's products and services. Understanding their Airport Operating Systems and how they enhance airport operations will give you an edge during interviews, showing your genuine interest in the company.
✨Tip Number 2
Brush up on your technical skills related to Windows-based machines and networking. Being able to discuss your experience with Active Directory, network switches, and cloud infrastructure like Azure or AWS will demonstrate your capability for the role.
✨Tip Number 3
Prepare examples of how you've provided excellent customer service in past roles. Since a customer-first approach is crucial for this position, having specific instances ready will help you stand out as a candidate.
✨Tip Number 4
Network with current or former employees of AeroCloud if possible. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Support Engineer 1st/2nd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in support roles, particularly with SaaS and remote hardware support. Emphasise your technical skills, especially with Windows-based machines and networking.
Craft a Strong Cover Letter: In your cover letter, express your customer-first approach and provide examples of how you've resolved issues under pressure. Mention your ability to manage multiple support tickets and your proactive attitude towards problem-solving.
Showcase Relevant Skills: Clearly list any experience you have with Active Directory, cloud infrastructure (Azure and AWS), and database technologies like Microsoft SQL and MongoDB. This will demonstrate your technical proficiency and suitability for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a support engineer role.
How to prepare for a job interview at AeroCloud
✨Know Your Tech
Brush up on your technical knowledge, especially around Windows-based systems, networking, and SaaS products. Be prepared to discuss your experience with troubleshooting and support, as well as any relevant tools you've used in previous roles.
✨Customer-Centric Mindset
AeroCloud values a customer-first approach, so be ready to share examples of how you've provided excellent customer service in past positions. Highlight situations where you went above and beyond to resolve issues or improve customer satisfaction.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've diagnosed and resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your analytical thinking and persistence.
✨Familiarise Yourself with the Company
Research AeroCloud and its products thoroughly. Understand their mission and how they support airport operations. This will not only help you answer questions more effectively but also show your genuine interest in the company and the role.
