Airport Technician - St Vincent

Airport Technician will provide on-site support for all components of the airport passenger processing system

As an Airport Technician you will work as part of the ESP Global Services team to provide on-site support for all components of the airport passenger processing system within agreed contractual service level agreements at St Vincent Airport and will provide a technical fault diagnosis within all trouble calls.

The key objective is to resolve the incident with the customer over the telephone, using remote software tools and visiting the actual fault location at the airport. The measurement of success will be to exceed the target set for first time fix rate .

The On Site Airport Tech function will ensure high level of quality and customer service is provided at all times to all customers and users. 

What will you do?

• Diagnose fault and try to resolve on a first time fix basis.
• Diagnose if a replacement device is required and to arrange availability of device.
• Utilize the Knowledge Base to maximize the speed of resolution and improve customer satisfaction
• Update the Knowledge Base with known workarounds for problem tickets and reoccurring faults.
• All tickets are accurately recorded and rapidly processed; any that cannot be completed on a first time fix basis are passed to the correct resolution groups, engineer or partner with clear concise information.
• Handle the Logistics for sparing and repairing at the Site .
• Provide a high level of customer service and a drive for an excellent customer experience.
• Carry out regular routine and preventative maintenance as well as "floor-walking" on the range of IT equipment that is used to process passengers within the airport.
• Respond to all customer incidents and service requests passed across by the Global Service Desk and work to agreed SLAs
• Troubleshoot and resolve all airline host and connectivity issues
• Comply with the general ESP conduct and dress code and will ensure they comply to the behaviours expected by the company

You will need to have:

• Highly experience providing Helpdesk/Desktop Support or Field Services at a Airport environment, which includes troubleshooting hardware, software, connectivity, and operating system issues
• Experience in supporting desktop PC’s, servers and network hardware
• Experience in supporting operating systems including but not limited to Windows XP, Vista, Windows 7, Windows 10, Server 2008, Server 2010
• Excellent airline application knowledge including but not limited to, Sabre, Amadeus, Codeco, Infoconnect, Fastair, Apollo, Shares
• Experience working with airline specific hardware such as bag Tag Printers Boarding Pass printers etc
• Networking equipment Cisco Routers switches
• Required accreditation of CompTIA A+ Network + (minimum)
• A good understanding of IT networks and ITIL fundamentals
• Excellent telephone and customer soft skills
• Able to communicate effectively both oral and written, with peers, line manager, stakeholders & client end users
• Self-motivation with a willingness to learn and adapt to any new change or situation
• Process driven with the ability to be innovative
• Detailed and methodical in their approach to problem solving.

This is an onsite position at the St Vincent Airport .

About Us:

ESP Global Services delivers tailored 24/7 global IT support, combining on-site and remote expertise with a multilingual service desk solutions for 200+ customers. With deep experience in the aviation sector, the company specializes in secure, fast-response support across large, complex environments, offering scalable solutions for global businesses with demanding operational needs.

ESP is built on a global team committed to high standards of ethics, security, and compliance, with ITIL alignment and multiple ISO accreditations. Focused on exceeding customer expectations, the company fosters a diverse, inclusive workplace as an Equal Opportunity employer.