Support Engineer

AJW Group is a globally recognized leader in the supply, exchange, repair, and lease of commercial aircraft spare parts. As we continue to expand our operations and serve an increasingly diverse client base, we are seeking a Support Engineer to join our team.

As companies become increasingly digitised, the day-to-day activity of the business cannot occur without people being enabled through IT, whether it be the AJW ERP (Quantum), email, or other key applications. Support engineers are required to resolve service requests and issues, many of which require an on-site presence.

Responsibilities:

Perform incident and problem management and service request fulfilment:

• Using JIRA ticketing system to follow ITIL framework guidelines for ticket
  resolution

Escalate tickets that cannot be solved to the 2nd line team:

• Following process for escalation paths

Ensure all users have a computer desktop/laptop/Mobile device to access company
systems and complete their job responsibilities. This will be achieved through:

• Imaging and distribution of new computers
• Packaging and deployment of software
• Providing and supporting peripherals such as headsets, mice and keyboards.
• Mobile Phones, iOS and Android Devices.

• Provide support to further support the company’s technology estate such as meeting room technologies, printers, scan guns and base stations, dashboards etc
• Being assigned tasks within the Departmental Project work and completing to expected
  standard.
• Induction and Training for new staff members.
• Completion of Daily, Weekly, Monthly and yearly departmental tasks/checks.
  Monitor alerts/various systems to proactively avoid issues.
• Endpoint Management
• Ensuring Office/Equipment meets Health & Safety standards and is fit for purpose.