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Systems Support Team Lead - Military veterans preferred

ServiceTec International, Inc. (
Computers/Information Technology


  full-time   employee

United States

Title: Systems Support Team Lead

Location: Minneapolis-Saint Paul International Airport (MSP) in MN

Ever wanted to know more about working at an airport? Here is your chance to find out as ServiceTec, the leading independent provider of managed IT services to the aviation industry has an exciting recruitment opportunity for the System Support Technician at�?�??�?�?�?� Minneapolis-Saint Paul International Airport (MSP) in MN. If you are looking for an exciting challenge whereby no two days are the same, then this position may be for you. Further information on this role is detailed below:

FLSA Status and Hours: We have multiple openings for this role (Weekend Coverage Required). Salary and benefits information will be provided should you be selected for an Interview.

About Us: ServiceTec is the world's leading independent provider of managed IT services for airports and airlines. We have offered world-class support for IT systems at airports since 1989. With multiple bases in North America and Europe, we have an unsurpassed reputation for the maintenance and support of business-critical systems across the entire airport infrastructure.

Our genuinely outstanding level of service has been demonstrated by the systematic extension, re-award and expansion of multiple existing contracts with clients across North America and Europe. This unrivaled approach has enabled�?�??�?�?�?� ServiceTec to achieve and maintain its objective of developing strong, sustained and beneficial partnerships with airports and airlines throughout the world.

ServiceTec Culture:
ServiceTec is a people-oriented company.�?�  We value our employees, believing they should be treated fairly, with courtesy and respect.

We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within.

We consistently recognize those employees who go "above and beyond.

Excellent healthcare benefits: Medical and Dental
401K including an employer match
Paid time-off and sickness leave
Paid Military Leave

Position Overview:You will be responsible for the Company's day-to-day IT Support and Maintenance activities which will include incident resolution, root cause analysis, hardware replacement, hardware repair, software troubleshooting, software updates, and firmware updates. As a Senior System Support Technician, you will perform further challenging tasks and assist your fellow team members as required.

Job Responsibilities:
Act as point of escalation to higher management and vendor support
Keep staff informed of updates and changes
Establish strong rapport with customer
Assist with any required development of process/procedures
Coordinate improvement initiatives
Inform management of any changes that could impact service expectations
Suggest ways to improve customer satisfaction
Advise of any RFCs for problem resolution
Input on any schedule change reason/impact
Help ID any CSF and any additional KPI metrics needed
Preventative Maintenance Validation
Weekend Coverage
Fielding frontline inquiries from the on-site team
Return Merchandise Authorization (RMA)

Minimum Job Requirements:
Bachelor's degree in Information Technology or related field or seven (7) years related systems
Proven strong interpersonal, customer service, and communication skills.
Must be comfortable assisting end users with a wide range of computer knowledge with their computer issues.
Provide 2nd and 3rd level support. If unable to resolve the issues, escalate the issue to correct resource with proper issue documentation.
Team player and collaborative.
Ability to prioritize and execute tasks on time in a fast-paced environment.
Self-motivated and self-directed.
Keen attention to details.
Knowledge of relevant operating systems/applications such as Windows NT/98/XP/Windows 7, HP Open view, MS Office Suite, or equivalent.
Knowledge of relevant LAN/WAN equipment.
Working knowledge of Microsoft Office Suite.
Knowledge of ITIL foundation best practice (preferred).
A+ and/or Network+ certification.
A valid driving license.
Experience with Common Use Passenger Processing Systems
Experience with Passenger Information Systems

Physical Requirements:
Independent mobility throughout work locations, and ability to move unaided from one working level to another, ability to access, unaided, all installed equipment locations, including working at height, when required.
Ability to stand / walk unaided for a working shift.
Ability to negotiate security checkpoints and screening x/ray access points without assistance.
Visual acuity - ability to interpret and operate customer-owned computer screens and read/write relevant documentation, without the need for special accommodation (large print, Braille, voice assisted computer system, or dictation equipment).
Ability to carry tools, test equipment and replacement equipment (up to 50 lbs.), independently and unaided.
Ability to drive standard vehicles without any requirement for modified controls.

For immediate consideration, please send your resume and cover letter, including salary expectations which will be treated in confidence.

ServiceTec International, Inc. is an Equal Opportunity Employer and will comply with all applicable local, state and federal statutes concerning equal employment opportunity with regard to all employees whether full time, part time, casual, temporary, and seasonal or contract.

The Company will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, color, nationality, national origin, disability or on other grounds not prohibited by legislation.

We are thankful to receive any applications; however, only those selected for an interview will be contacted.

Your application will be held on file indefinitely, if you wish to have your personal data removed, please follow the instructions in the application acknowledgement email you will receive.

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