Job Description

Salary: $52,000 - 58,240 per year Requirements:

• Minimum of 2 years of Level 1 support experience.
• Minimum of 2 years of ITIL experience.
• Availability for Day, Night, and Overnight shifts is required.
• In-person work is mandatory.

• Serve as the primary point of contact for clients seeking assistance with airport systems, applications, and infrastructure provided by various suppliers.
• Accurately log, categorize, prioritize, and resolve incidents and service requests according to ITIL/ITSM processes, with a strong focus on operational impact.
• Execute first-level troubleshooting and resolution; escalate incidents and requests to Tier 2 support or external suppliers per established procedures.
• Collaborate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within the agreed contractual SLAs.
• Monitor service desk tickets, providing timely updates and closure for all assigned cases.
• Document all actions taken, resolution details, and interactions with suppliers to uphold accurate records and facilitate knowledge sharing.
• Assist in Problem Management initiatives by identifying recurring issues, aiding in root cause analysis, and suggesting improvements to supplier or internal processes.
• Work closely with suppliers, internal IT teams, and airport system owners to ensure smooth transitions and effective incident communication.
• Stay informed about airport operational priorities, ensuring that incidents that could disrupt critical services are escalated appropriately.
• Contribute to creating and maintaining knowledge base articles, standard operating procedures (SOPs), and escalation guides for airport systems.
• Continuously enhance technical and ITSM knowledge through training and professional development, focusing on multi-supplier service integration.
• Perform other tasks as assigned by management.

• Support
• ITIL
• ITSM

More:

This position is a Floater role, requiring work on an as-needed basis, with the potential for additional full-time hours based on performance. The Customer Service Representative is tasked with delivering outstanding Tier 1 client support for airport technology systems provided by various vendors. This role prioritizes IT Service Management (ITSM) practices, particularly in incident management and service request fulfillment, ensuring accurate ticket logging, prioritization, and resolutions that align with ITIL best practices. Success in this position is evaluated based on consistent service delivery that fulfills client expectations, supports crucial airport operations, and adheres to internal and external Service Level Agreements (SLAs). The pay range for this contract role is $25.00 to $28.00 per hour.

last updated 43 week of 2025

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