Support Technician I

- Serve as the primary point of contact for clients seeking assistance with airport systems, applications, and infrastructure provided by various suppliers. - Accurately log, categorize, prioritize, and resolve incidents and service requests according to ITIL/ITSM processes, with a strong focus on operational impact. - Execute first-level troubleshooting and resolution; escalate incidents and requests to Tier 2 support or external suppliers per established procedures. - Collaborate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within the agreed contractual SLAs. - Monitor service desk tickets, providing timely updates and closure for all assigned cases. - Document all actions taken, resolution details, and interactions with suppliers to uphold accurate records and facilitate knowledge sharing. - Assist in Problem Management initiatives by identifying recurring issues, aiding in root cause analysis, and suggesting improvements to supplier or internal processes. - Work closely with suppliers, internal IT teams, and airport system owners to ensure smooth transitions and effective incident communication. - Stay informed about airport operational priorities, ensuring that incidents that could disrupt critical services are escalated appropriately. - Contribute to creating and maintaining knowledge base articles, standard operating procedures (SOPs), and escalation guides for airport systems. - Continuously enhance technical and ITSM knowledge through training and professional development, focusing on multi-supplier service integration. - Perform other tasks as assigned by management.