- ICM Kiosk and Self-Service Bag Drops
- Airport Cloud User Workstations and Peripherals
- Biometric Devices
- Manage the overall Tier I , Tier II & Tier III IT service desk operations. Operate Help Desk with a high first call resolution and one stop, cost effective service delivery.
- End to end management of incidents, including response, rectification and follow up with internal departments within acceptable timeframes.
- Escalate and track issues which exceed the scope of the frontline support capability.
- Ensures high customer satisfaction levels are maintained.
- Ensure timely, high quality delivery of service to customers of Narita and Kansai Airport.
- Provides a high level of service, reporting, accountability, and clear executive and technical level communications
- Perform routine preventative maintenance of all onsite hardware.
- Define escalation points to subject matter experts.
- Monitor and maintain appropriate stock levels of consumable items required for operations continuity.
- Assist with onsite testing, implementation, or ad-hoc end user training of installed equipment.
- Responsible for reporting definition, tracking performance and metrics on a daily, weekly, and monthly basis.
- Ensure timely, high quality of service to customers. Delivers and maintains PC/mobile devices, utilizing system automation tools/technologies available.
- Manages third party service providers to ensure smooth and timely delivery of services.
- Oversee benefits realization to ensure that the business outcomes are achieved.
- Understand supporting systems, organizational and compliance requirements across multiple geographies globally / regionally.
- Ensure that the organization's Customer and Employee solutions are effectively secured and that risks are mitigated.
- Experience in delivering IT Support in an Airport or similar environment.
- Native Japanese, and proficient English skill.
- An understanding of mechanical componentry.
- Customer Service in an IT Environment
- Outstanding communication skills
- The ability to build, & lead and also to operate as part of high performing teams.
- Decision Making/Problem Solving – able to make decisions in complex/ambiguous situations and with incomplete data.
- Ability to build excellent customer and internal relationships.
- Strong verbal and written communication, presentation
- Ability to analyze complex information and identify the most relevant details; structured, organized, and strategic method for problem solving; assesses information from many angles to drive culture of continuous improvement.
- Ability to diagnose technical issues and assess appropriate action required.
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Support Engineer - Tokyo, 日本 - Amadeus
説明
Job Title
Support EngineerRecover functional and technical Incidents and Requests regarding hardware and software related systems or escalate them to resolver groups within Amadeus or to Third Parties involved in the service provided.
Job Description
Job Title
Support Engineer
Location
Narita International Airport
On-site Position
Shifts
Rotational basis 5 on 2 off. Which would periodically require you to work through weekends and public holidays.
Purpose of the role
The purpose of this role is to provide front line support and effective incident management of all Amadeus Passenger Processing Solutions at Narita and Kansai Airport including but not limited to:
Successfully achieving the defined service levels and client satisfaction ratings.
Member of the Executive providing input and delivery of strategic initiatives.
Key Responsibilities
*This position is located at Narita International Airport.
Experience Required
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
