Senior Support Engineer

First level remote support on Airport System (CUPPS: Common Use Passenger Processing System) Assist with troubleshooting of the system hardware, desktop support, and printers, application etc Assist with in network connectivity/cabling and networking hardware such as routers and switches The candidates would be responsible to fix incidents at the airline counter within relevant SLAs The candidate will be responsible for performing health checks of servers and network devices on predefined frequency. SLA Management: Make sure that the SLAs targets are met for the incident in shift. Make sure that proper escalation process is followed in case there is a possibility to miss the SLA of any incident. Keeping track of necessary documentation and records and making sure that they are updated on scheduled frequency. Spare Management: Ensure that the defined spare inventory is available at site and coordination with vendors for repair/replacement of faulty units. Keeping track of scheduled maintenance activities and ensuring on time completion. Keeping track of the newly released patches/hotfixes of relevant application OEMs and implementing them at site by following proper change management procedure. Coordination with network, ISP and other vendors in case of failure due to unavailability of their services impacting system performance. Monitoring the incident trend at site and perform detailed analysis and keep on identifying the improvement areas. Requirements Minimum 5 years' experience in Aviation IT support or 8 years' experience in IT industry Bachelor's Degree in IT/Computer Application or equivalent. Familiarity with airline/airport operations, terminology and culture is preferred Experience supporting various hardware and peripheral components in an on-site environment Minimum 5 years' experience of working directly in a customer service environment. Candidates should have minimum 2-year experience on VM servers. Candidate should understand the best practices of ITIL, have clear understanding on SLAs, severity levels, Incident Management, Problem Management, Change management, Service Requests etc. Work with one of the leading Airports in Visayas Airfare for relocation will be shouldered up to 3 months free lodging for the relocated employee #J-18808-Ljbffr