The IT Field Technician will provide Level 1 technical support and maintenance for KIOSKs, ACUS, and Automated Baggage Drop (ABD) machines. The role involves resolving technical issues, conducting regular inspections, maintaining equipment performance, and delivering high-quality customer service.
Responsibilities
* Perform initial Level 1 troubleshooting and resolution for issues related to KIOSK, ACUS and Automated Baggage Drop (ABDs) machines.
* Perform regular physical inspections throughout the shift to identify, log, and proactively resolve any issues with equipment or applications.
* Handle common issues such as paper jams, paper replacements, and minor mechanical errors on KIOSKs, ACUS and ABDs.
* Serve as the first point of contact for customers and end users, ensuring effective incident triage and escalation to Level 2 support when required.
* Ensure all incidents and service requests are logged accurately in the ticketing Tool.
* Adhere to defined Service Level Agreements (SLAs), ensuring timely and quality resolution of all issues.
* Maintain accurate records of spares and consumables inventory, including usage, replenishment, and tracking.
* Ensure all safety guards are correctly installed and functioning as intended.
* Perform both corrective and preventive maintenance to ensure optimal equipment performance and minimize downtime.
* Provide customer service, combining technical support with communication and soft skills to ensure high levels of passenger satisfaction.
* Develop and maintain positive relationships with customers by delivering prompt, reliable, and courteous support.
* Act as a brand ambassador, representing the company's values and commitment to service excellence.
Requirements
* Diploma in IT/Equipment/Mechanical Support Service
* Experience in Level 1 technical troubleshooting for IT or electromechanical equipment.
* Ability to diagnose and resolve basic hardware, software, and mechanical issues.
* Strong skills in record-keeping and incident logging.
* Understanding of preventive and corrective maintenance practices.
* Ability to work in an customer oriented public service environment and perform routine inspections.
* Good communication and customer service skills.
* Ability to escalate issues appropriately and follow SLAs.
* Experience using ticketing tools is preferred.
* Reliable, professional, and committed to service excellence.