Location: Glasgow Airport (On-site)
Full time – Permanent Role
Getronics is a global leader in technology solutions with a team of over 4,000 colleagues in 22 centres, providing comprehensive end-to-end services across the globe. Our mission is to deliver and continually evolve reliable IT services and solutions to empower organisations to maximise their business potential.
We have an exciting opportunity for a On-site Support Engineer to join our team in Glasgow Airport!
What we can give you:
working week with flexible working options, giving you that much needed work/life balance
25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
Employee Referral Scheme
Flexible benefits package that aims to offer something for everyone
GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
Private medical cover from 1 year of service
Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme
Team Response:
As an onsite desktop support analyst you will be part of the service delivery team. The service delivery team provides operational support to a wide variety of customers. You will be the Getronics champion on site and single point of contact between our customers, employees and business partners.
Role Purpose:
Responsible for supporting a client’s desk top environment. This will include problem resolution, implementations, maintenance, testing, installations, moves and changes on all relevant hardware and software components in line with the client’s contract with Getronics. This role should utilise both remote operation facilities and deskside visits as appropriate. The role is based generally on customer’s premises and will include travel between sites within the specified region from time to time.
You will report directly to the Getronics Service Delivery Manager , you will have no direct reports however you will work closely with your colleagues on other sites and at Glasgow Airport to ensure that all tickets for all sites are resolved within contractual SLA’s.
What to expect:
Respond to and resolve all assigned tickets within contractual SLA. Manage workload. Take appropriate action to ensure no ticket exceed SLA – escalate when necessary
Share technical resolutions with colleagues where appropriate. Update knowledge base with resolution
Create new knowledge base articles where appropriate.
Keep customer updated throughout the life of a ticket , ensuring satisfactory ticket resolution is achieved maintaining the ServiceNow ticketing system to log, track, and prioritize support requests.
Adhere to all the customer site policies
Demonstrate good communication skills with both colleagues & customers alike. Ensure communication is clear and effective and always keep colleagues and customers updated with progress on any work undertaken
Maintain skill set (technical & non-technical) required to carry out the role.
Carry out other work relevant to the IT Service being provided to the customer as directed by Senior Onsite Engineers & Manager
Provide first and second-level technical support to airport staff for hardware, software, and network issues.
Installed, set up, and de-installed servers and switches in server rooms, ensuring proper rack placement and network configuration.
Troubleshoot and resolve reported IT incidents efficiently and effectively to minimize disruption to airport operations.
Perform maintenance, upgrades, and replacements of IT equipment, including computers, printers, and other peripherals.
Install, configure, and troubleshoot software applications, including airport-specific systems and general office software.
Assist with network connectivity issues, including Wi-Fi, wired connections, and VPN access for staff.
Work with Getronics and customer project teams as smart hands onsite
What we expect from you:
Airport experience (desirable)
Desktop technical experience.
Good Customer Service skills/experience.
Microsoft Windows operating systems.
Software installations/upgrades.
Effective problem solving and resolution skills
Qualification/Certification requirements
Microsoft Certifications (desirable, not essential)
Technical Microsoft Accreditations (desirable, not essential)
Must be capable of performing either IMAC or Incident Management on Software / Hardware.
What to do next:
As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.
We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.
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