Support Engineer Narita International Airport

Purpose
The purpose of this role is to provide front line support and effective incident management of all Amadeus Passenger Processing Solutions at Narita and Kansai Airport including but not limited to:
• ICM Kiosk and Self-Service Bag Drops
• Airport Cloud User Workstations and Peripherals
• Biometric Devices

Key Responsibilities
■ Manage the overall Tier I , Tier II & Tier III IT service desk operations. Operate Help Desk with a high first call resolution and one stop, cost effective service delivery.
■ End to end management of incidents, including response, rectification and follow up with internal departments within acceptable timeframes.
■ Escalate and track issues which exceed the scope of the frontline support capability.
■ Ensures high customer satisfaction levels are maintained.
■ Ensure timely, high-quality delivery of service to customers of Narita and Kansai Airport.
■ Provides a high level of service, reporting, accountability, and clear executive and technical level communications
■ Perform routine preventative maintenance of all onsite hardware.
■ Define escalation points to subject matter experts.
■ Monitor and maintain appropriate stock levels of consumable items required for operations continuity.
■ Assist with onsite testing, implementation, or ad-hoc end user training of installed equipment.
■ Responsible for reporting definition, tracking performance and metrics on a daily, weekly, and monthly basis.
■ Ensure timely, high quality of service to customers. Delivers and maintains PC/mobile devices, utilizing system automation tools/technologies available.
■ Manages third party service providers to ensure smooth and timely delivery of services.
■ Oversee benefits realization to ensure that the business outcomes are achieved.
■ Understand supporting systems, organizational and compliance requirements across multiple geographies globally /regionally.
■ Ensure that the organization's Customer and Employee solutions are effectively secured and that risks are mitigated.

Interviewers
• Product Support Senior Engineer, & Support Engineer as Peers.
• HR Japan

Our Business
Check-in, passport checks and boarding using paper documents can be a frustrating and cumbersome process that contributes to airport congestion and many physical interactions. Fortunately, passengers at Narita Airport will soon be able to complete every step in the airport journey simply by presenting their face to a camera, thanks to a major roll-out of biometric technology from Amadeus and NEC Corporation.

The new experience by Narita International Airport (NAA), sees passenger's check-in at one of a number of new biometric kiosks where the passenger’s facial image is captured and verified against their passport.
Once the verification process is done, luggage is dropped quickly and easily at an Auto Bag Drop (ABD) unit, with passengers automatically recognized by the camera embedded in the unit as they approach it.

Passing through security and boarding is straightforward: the passenger’s face is recognized when they first approach Narita’s security e-Gates and boarding e-Gates, both equipped with cameras that automatically validate the passenger’s identity and permission to fly. Again, passengers do not need to show any physical documents.

The new biometric process pioneered at Narita Airport is using IATA One ID. Following successful trials it will be adopted as the new standard for all international departures.
ICM Airport Technics, an Amadeus company, supplied the kiosks and ABD units fitted with biometric cameras and application software, that work in conjunction with NEC’s facial recognition system.

Business Environment
Airport IT has been identified as one of the prominent opportunities of diversification and growth for Amadeus, and significant investments are being planned to build a strong portfolio of products targeting the actors of airport operations – i.e. airports, airlines, and ground handling companies.

The application landscape covers products such as optimization products to maximize utilization of key airport resources (runways, gates, trucks, staff...), transactional systems to manage operational data, information sharing, display systems, financial back-office products...

You will discover the hidden face of an airport, the huge complexity to handle ground operations when thousands of persons are synchronized through complex processes, the challenges for the IT, and the key improvements we will design, in close partnership with our growing customer base of 25+ airports and 70+ ground handlers.

Requirements

Experience & Expertise :
■ Experience in delivering IT Support in an Airport or similar environment.
■ Native Japanese, and proficient English skill.
■ An understanding of mechanical componentry.
■ Customer Service in an IT Environment
■ Outstanding communication skills
■ The ability to build, & lead and also to operate as part of high performing teams.
■ Decision Making/Problem Solving – able to make decisions in complex/ambiguous situations and with incomplete data.
■ Ability to build excellent customer and internal relationships.
■ Strong verbal and written communication, presentation
■ Ability to analyze complex information and identify the most relevant details; structured, organized, and strategic method for problem solving; assesses information from many angles to drive culture of continuous improvement.
■ Ability to diagnose technical issues and assess appropriate action required.

Condition
■ Shift work - Rotational basis 5 on 2 off. Which would periodically require you to work through weekends and public holidays.

*This position is located at Narita International Airport.