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- Tasks: Provide technical support to airport customers, resolving issues and troubleshooting hardware and software.
- Company: AeroCloud is revolutionising airport operations with innovative technology solutions for growth and efficiency.
- Benefits: Enjoy flexible working, competitive salary, 25 days leave, and a digital nomad policy.
- Why this job: Join a dynamic team focused on customer satisfaction and innovation in the aviation industry.
- Qualifications: 2 years of support experience, strong communication skills, and knowledge of Windows and networking.
- Other info: Diversity, equality, and inclusion are core values at AeroCloud, fostering a supportive workplace.
The predicted salary is between 30000 - 42000 £ per year.
AeroCloud: Revolutionizing Airport Operations
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 Support Engineer to join our Service and Support function. This role will not have any direct reports and will be based in the Stockport area, working our evening shifts varying between 3pm-11:30pm and 5pm – 1:30am.
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 PC’s 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 year’s 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
What’s in it for you:
- 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
Our ethos
AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact. Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles. AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.
Support Engineer 1st/2nd Line Copy employer: AeroCloud
Contact Detail:
AeroCloud Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer 1st/2nd Line Copy
✨Tip Number 1
Familiarise yourself with AeroCloud's products and services. Understanding their Airport Operating Systems and how they empower airports 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 to showcase your customer service skills. Since a customer-first approach is crucial for this role, think of examples from your past experiences where you successfully resolved issues and maintained high customer satisfaction.
✨Tip Number 4
Network with current or former employees of AeroCloud on platforms like LinkedIn. 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 Copy
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in support roles, particularly with SaaS and hardware troubleshooting. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and technical support. Mention specific examples of how you've resolved issues in previous roles and how you align with AeroCloud's commitment to excellence.
Showcase Technical Skills: Clearly outline your technical skills related to Windows-based systems, networking, and any experience with Azure or AWS. Providing concrete examples of past projects or challenges can strengthen your application.
Highlight Soft Skills: AeroCloud values a customer-first approach, so emphasise your communication and stakeholder management skills. Share instances where you've successfully managed multiple support tickets or worked under pressure.
How to prepare for a job interview at AeroCloud
✨Understand the Company and Its Products
Before your interview, take some time to research AeroCloud and its suite of products. Familiarise yourself with their Airport Operating Systems and how they empower airports. This knowledge will help you demonstrate your genuine interest in the company and its mission.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with SaaS, remote hardware support, and any relevant technologies like Active Directory, networking, and cloud infrastructure. Highlight specific examples from your past roles where you successfully resolved technical issues or improved processes.
✨Emphasise Customer Service Skills
AeroCloud values a customer-first approach, so be ready to share examples of how you've provided excellent customer service in previous positions. Discuss how you handle difficult situations and ensure customer satisfaction, as this is crucial for a Support Engineer role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you manage multiple support tickets. Practice articulating your thought process when diagnosing issues and prioritising tasks, as this will showcase your ability to thrive in a fast-paced environment.
