IT Technician

5 days ago

International Airport Mumbai Maharashtra, India Menzies Aviation Full time

**Overview**

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people.

**Role Purpose**

Assist our customers/Staff with all IT related issues. Ensure all ticket are dealt with within the agreed SLA's. Your role will involve liaising with customer to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance.

**What you will be doing**
- Configuring end user devices to the Menzies standard.
- Management of induvial work queues.
- Ensuring all tickets are logged and tracked in the service management platform, Service Now
- Ensuring the correct priority is given to Incidents
- Creating and sharing of knowledge documents
- Participation in team meetings
- Participate in regular 1:1 meeting with IT Manager
- Responsible for personal development
- Ensuring process are executed to the set targets and SLA's
- Responsible for ensuring Incident and Requests are logged, tracked, resolved and measured within the given SLAs, whilst ensuring adherence to ITIL processes
- Liaising with customers and vendors to diagnose software, networking, or hardware issues.
- Providing technical support on-site or via remote-access systems.
- Offering solutions that meet the needs of the customer.
- Resolving hardware malfunctions, software issues, and networking problems.
- Excellent communication skills with the ability to communicate to stakeholders at all levels.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

**Safety, Security, Wellbeing and Compliance**:
You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

**What we are looking for**
- Bachelor's degree in information technology or computer science.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role for 2-4 years.
- Demonstrable experience in a Service Desk environment.
- Ability to problem solve.
- ITIL Foundation certified (preferable)

**Diversity**

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

**Application Instructions

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