Airport Field Support Technician

Job Title

Purpose of the Role

The purpose of Onsite Field Support Technician role is to provide frontline support and effective incident management for all Amadeus Passenger Processing Solutions (PPS) at Perth Airport, including but not limited to:

• Kiosks and Self-Service Bag Drops

• Airport Cloud User Workstations and Peripherals

• Auto Boarding Gates

• Biometric Devices

The onsite Airport Field Support Technician will maintain quality and consistency in ongoing service delivery and field service management for Amadeus Airport hardware IT products and services at Perth Airport. Acting as the One of the Primary Point of Contact for the customer while on shift, the Field Support Technician addresses all queries, concerns, and service requests, collaborating with the Amadeus Field Service Team Lead and internal teams to provide timely resolutions.

Located in the Amadeus office within the Perth airport, the Field Support Technician works on a 24/7 shift to manage customer incidents, escalations, problems, changes, releases, asset management, SLA reporting, and service improvements.

Each shift, likely to be 12 hours, will have a Field Support Technician overseeing the quality of services delivered during their shift. Field Support Technician reports to the Field Support Team Lead based onsite in Perth.

Main Responsibilities:

• Coordinate incidents end-to-end, including response, rectification, and follow-up with internal departments within acceptable timeframes.

• Address and monitor issues beyond frontline support capabilities.

• Provide timely, high-quality service delivery to Perth Airport customers.

• Support onsite testing, implementation, or ad-hoc end-user training of installed equipment.

• Oversee and maintain appropriate stock levels of consumable items for operational continuity.

• Maintain the Asset Management Database for all deployed equipment.

• Conduct routine preventative maintenance of all onsite hardware.

Relevant Work Experience:

• Experience in delivering IT support in an airport or similar environment.

• Customer service experience in an IT environment within Airport industry is preferrable

• Ability to diagnose technical issues and determine appropriate actions.

• Ability to analyze complex information, identify relevant details, and use a structured, organized, and strategic approach to problem-solving; assess information from multiple angles to drive continuous improvement.

• Understanding of mechanical including hardware and software componentry.

• Ability to build excellent customer and internal relationships.

• Strong verbal and written communication and presentation skills.

• Willingness to work 12-hour shifts, including day, night, weekends, and public holidays, as per team rosters.

• A relevant degree with technical background or equivalent practical experience is valued

Note: As part of our recruitment process, successful candidates will be required to complete pre-employment screening, which includes a National Coordinated Criminal History Check. Employment offers and ongoing engagement will be subject to the satisfactory completion of this screening.

What we can offer you ?

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.