26th May, 2025
IT Support Engineer (L2/L3) - Gatwick Airport
Join a dynamic team providing top-tier IT support in one of the UK's busiest airports!
About the Role:
Are you passionate about IT, problem-solving, and delivering excellent customer service? As an IT Engineer at London Gatwick Airport, you'll provide second-line technical support to resolve a wide range of IT issues, escalating complex problems from first-line support. You’ll be the go-to expert for troubleshooting, diagnosing, and efficiently resolving technical challenges while ensuring a seamless experience for our users.
What You'll Do:
1. Provide desktop support for a variety of devices (laptops, desktops, printers) and troubleshoot both hardware and software issues.
2. Install, configure, and troubleshoot computers, peripherals, and basic software applications, ensuring everything runs smoothly.
3. Perform Break/Fix support and handle tasks like adding, moving, or changing devices and drivers, all while maintaining security compliance.
4. Be the first point of contact for new starters by setting them up with the right equipment and getting them up to speed.
5. Conduct preventative maintenance on desktops/laptops and maintain smooth operations during office relocations and PC refreshes.
6. Handle service tickets efficiently using ESP’s ticketing system and ensure timely resolution of escalated issues.
7. Collaborate with your team to monitor and achieve service level goals and ensure top-tier service for our users.
8. Work closely with other teams and escalate issues when required, providing seamless support to ensure smooth operations at the airport.
9. Ensure high standards of customer service and professionalism, whether you're troubleshooting a simple issue or providing comprehensive support.
What We're Looking For:
10. Technical expertise in Windows 10, Office 365, SCCM/MECM, MS Defender, Bitlocker, and knowledge of ServiceNow or similar ITSM tools.
11. A solid understanding of Active Directory, Mobile Device Management, and basic knowledge of Crowdstrike or Qualys.
12. Experience with vulnerability management and the ability to independently research and resolve issues in operating systems and applications.
13. Strong foundation in desktop support, enterprise LAN/WAN setups, and familiarity with networking concepts like TCP/IP, DNS, DHCP, VPN, and RDP.
14. Ability to work with and troubleshoot anti-virus software, including Anti-spyware and anti-malware tools.
15. Comfortable lifting/moving 20-40 kg of equipment and working in a hands-on environment.
16. Must have 5 years of UK working history (to meet airside access requirements) and be open to a 24-month fixed-term contract.
Why ESP Global Services?
17. Competitive salary + benefits package, including holiday leave, pension, and life insurance.
18. Enjoy discounts and exclusive offers through Perkbox.
19. Be part of a company with a long-standing reputation for excellence – ISO 9001 certified for quality.
20. Work with a dedicated team that values expertise, growth, and professional development.
21. Join a global leader in 24/7 IT support, delivering exceptional service to over 200 customers worldwide.
Physical Requirements:
22. Ability to lift or push 20-40 kg of equipment when needed.
23. Comfortable standing or kneeling for extended periods.
24. Use of mechanical tools for hands-on tasks.
About Us:
At ESP Global Services, we've been providing world-class IT support solutions since 1992. We’re a trusted partner to businesses worldwide, delivering customized support with a focus on excellence and quality. As a proud equal opportunity employer, we are committed to creating a diverse and inclusive workplace.
ESP Global Services is an equal opportunity employer.