Service Support Engineer

Job Description:

Within its Rail Systems Sector, the Airports practice have an exciting and challenging contract opportunity to recruit an experienced Service Support Engineer to join our Service Delivery Support team.

The support team currently provides several levels of cover for CCTV, ANPR, Radar, Bodyworn Cameras, Sensor Queue Monitoring, plus others site wide at Heathrow Airport. We are fix on fail for edge device such as cameras, sensors & associated equipment whilst we support back-end applications such as Genetec, CitySync, Blighter, Xovis, and others that encompasses all of the system elements. provide support as the certified systems integrator. The team are crucial to the delivery of projects where these systems are impacted or added to on the campus and any changes with the platform (with several projects ongoing and more to come). We are halfway into a 5-year Genetec support contract along with yearly add ons for the other systems.

The role will require a full-time presence on site at our client site at Heathrow airport and experience within a similar role is essential, aviation experience is also strongly preferred.

The role is anticipated to last a minimum of 12 months with a strong possibility of extending.

Principal accountabilities

• To assist and provide support within the Service Team on a day-to-day basis to our various clients at Heathrow Airport either remotely or on site.
• Support includes preventative, planned and corrective maintenance on edge devices and back-end applications - hardware and software.
• 24/7 on call support to deliver contractual Service Level Agreements
• Work within agreed and published project processes and standards, to support all teams at Heathrow, other Airports or other sites as required.
• For each project engaged upon, assist with identifying future demands ensuring that resources/services are obtained to meet the demand.
• Produce regular reports and maintain folders for all support projects as requested.
• Act as the Delivery Support team’s focal point for project co-ordination with planning-supervisors, construction managers & various airport clients where required.
• Work with all relevant groups within HAL in order to achieve full 'buy-in' and therefore an overall successful conclusion (such groups will be Terminal Management, Security, Change Management, Maintenance).
• Attend any weekly/monthly progress meetings and represent IT interests where required.
• Upon completion of the works, provide all necessary documentation to all interested parties to achieve on-going support of the new install.

Qualifications and experience 

• General understanding of CCTV VMS systems (experience with Genetec beneficial)
• Experience in CCTV, ANPR and Radar systems would be advantageous.
• Substantial skills in IT Security Systems or Networking support function
• Ability to think logically in problem solving to find solutions.
• Good communication skills both verbally and in writing
• Self-motivated and able to work well within a team.
• Broad knowledge of specialised telecoms services in an enterprise and service provider environment; airport services experience is preferred.
• Specific knowledge of network products and suppliers would be advantageous.
• Experience in real environment deployments would be advantageous.
• Experience in LAN technology would be advantageous.
• Experience in wireless technology would be advantageous.
• An experienced professional with at least 2 years operational experience in an IT, Network or Engineering department.
• Formally educated to C&G, HNC or A-level standard.
• Formal project management, network technology or IT systems training is desirable but not essential.