What you will do:
* act as primary point of contact for the customer.
* interact as appropriate with other airport operations personnel, airline user groups and attend meetings as required.
* manages change requests, invoicing questions, and requests for additional services.
* diagnose, correct problems and implement solutions.
* creates work assignments and escalation paths for service issues.
* plans, arranges, and overall management of the provisions in this service delivery plan.
* produces monthly reports; create, distribute, and track memorandums and letters; and create forms, documents, and graphs.
* interfaces with the airport authority and the maintenance staff.
* maintains documentation, layouts, and centralized records.
* provides advanced software/system level support for the whole range of supported services and devices within the airport.
* handles configuration issues, troubleshooting and software installations. Works with factory and/or support technicians on software upgrades, troubleshooting, and configuration changes.
* works with airline technical contacts on issues related to system configuration and troubleshooting of software system interfaces.
* perform system administration activities to ensure the smooth operation of applications across multiple platforms.
* keeps systems updated with the latest patches both manufacturer and the other vendors’ applications.
* this role may require on-call during non-operational hours. Available to assist the local service support team and overall quality of service, handle escalated calls and is responsible for the incident management.
* in charge of monitoring and reporting equipment/device warranty.
qualifications you must have:
* a university degree in computer science, information technology, or a related field or equivalent experience and minimum 2 years of prior relevant experience, or an advanced degree in a related field.
* experience with ad, windows server, permission, group policies and monitoring tools.
* proven experience as a system administrator or similar role, with a focus on it infrastructure, security, and support.
* proven experience in computer technical support.
* strong knowledge of network management, operating systems (windows/linux), and virtualization technologies.
* strong problem-solving skills and the ability to work under pressure in a fast-paced, high-stakes environment.
* excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
* intermediate english (60-70%) reading, writing and conversational.
* availability to travel - national flights for airport visits and also might include international to the us.
* availability to work on-site in monterrey, n.l., mexico.
preferred qualifications:
* itil knowledge, certification is a plus.
* windows server training and certification.
* experience with airport-specific systems and technologies (e.g., baggage handling systems, security systems, and communication systems).
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