1st Line IT Support Technician

Job description & person specification

Title: 1st Line IT Support Technician  

Reports to: IT Service Delivery Manager 

Work pattern: Monday to Friday 08:00-16:30 or 09:00-17:30 shift rotation (Excluding Bank Holidays) plus an on-call rota.   

Organisation overview:

London Luton Airport (LLA) is one of the UK’s busiest airports, carrying 16 million passengers in 2023. The airport is operated by a consortium of which the majority shareholder is Aena, the world’s largest airport operator, and InfraBridge, a specialist global investment manager. Airlines operating from LLA include easyJet, Wizz Air, Ryanair, Jet2, TUI, FlyOne, SunExpress, Dan Air and El Al.   

As Luton’s biggest employer, LLA is uniquely positioned to make a significant positive impact on the local region and its economy, currently supporting around 27,000 jobs directly and through its supply chain.   

LLA is committed to playing a leading role in making aviation sustainable and has been named as the best performing company by GRESB, an internationally recognised sustainability framework that benchmarks environmental, social and governance (ESG) management and performance. 

Department overview:

The IT Department at London Luton Airport manages information systems and technology across the airport, with teams responsible for IT Operations & Service Delivery, IT Infrastructure, Cyber & Information Security, Data Science, and Project & Portfolio Management.  

Job purpose summary: 

The 1st Line Support Technician role is primarily responsible for handling all incoming Service Desk calls and providing support to resolve reported issues. You will act as the first point of contact for end users reporting faults and requesting IT assistance through our various communication channels. Where issues cannot be resolved personally, you will work closely with the wider IT team to ensure they are escalated to the appropriate resource, enabling prompt resolution.

This role would suit someone with 1-2 years’ experience working in a fast-paced IT Service Desk environment, ideally for a Managed Service Provider.   

Daily tasks will involve the following:

  • Provide technical support & maintenance for both the corporate and terminal IT functions. 
  • Be the first point of call for all incoming phone calls and/or desk walk-ups. 
  • Ensure that IT issues & faults reported to the IT team are resolved in the shortest possible time, meeting the department’s service level agreements, and minimising the disruption to systems critical to the airport's operation  
  • Complete a range of morning checks to ensure our systems are up and running 
  • Working closely with the wider IT team to escalate and resolve issues. 
  • To update Service Desk tickets with progress notes, detailing progress on the task for both the end user and other team members. Communicate with all relevant parties affected by any task in a timely, professional manner. 
  • Provide support for Office 365 applications 
  • Support the Joiners, Movers and Leavers (JML) process, including setting up, updating, and decommissioning user accounts and equipment in line with agreed procedures and timescales. 
  • Perform Installations, configurations, setting up workstations and mobile devices. 
  • Prioritise support and maintenance tasks to meet service level expectations. 
  • Provide out-of-hours support to the airport userbase as part of the rotational on-call team  
  • Responsibility for the health, safety, and well-being of yourself and supporting colleagues in the workplace; supporting our journey to create an open and honest wellbeing culture at LLA. 
  • Contribute to delivering a great guest experience by performing your role with accuracy and efficiency. Recognising that every task, whether guest-facing or behind the scenes, contributes to supporting the company’s overall LLA Way Strategy and service standards.  
  • Proactively and positively promote the LLA Way initiatives and projects with all employees and the wider airport community.  

Key requirements for the role:

Essential

  • A very well organised and structured approach to work planning and ability to allocate time effectively to tasks. 
  • A flexible approach to daily routines to deliver the desired results. 
  • A commitment to continuous learning and development of skills and knowledge, including an understanding that study time outside of working hours may be required for career development. 
  • Strong customer service focus, with the ability to listen actively, set expectations and provide clear, timely updates in line with support priorities and SLAs. 
  • Good teamwork ethic - including the ability to communicate with colleagues in a clear and professional manner, whilst maintaining a customer-service-based approach. 
  • Ability to work alone using own initiative and managing support calls to a high standard. 
  • Ability to investigate and trouble-shoot a wide range of technical problems, including computer equipment, software and network faults. 
  • A methodical problem-solver with a desire and aptitude for learning new skills. 
  • Patience, resourcefulness and a desire to help. 
  • Good written and spoken communication skills: 
  • Contribute credibly to IT department’s delivery of SLAs and other support targets. 
  • Self-motivated to advance own knowledge & gain formal qualifications. 

Desirable

  • Previous exposure to Active Directory, Windows 11 and basic networking. 
  • Experience supporting Microsoft 365 applications (e.g., Outlook, Teams, OneDrive and SharePoint). 
  • Familiarity with ITSM/ticketing tools (e.g., ServiceNow, Manage Engine or similar) and accurate call logging. 
  • Experience using remote support tools to assist users off-site and document resolutions clearly. 
  • IT Qualifications / Certifications such as CompTIA A+, Microsoft Certified Professional, ITIL, NVQ or BTEC in IT or equivalent. 

This job description is intended to give an appreciation of the role and the range of duties and responsibilities to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed on an ongoing basis. The post holder will be required at all times to perform any other reasonable tasks, as requested by the Line Manager, in order to meet the operational needs of the business.

For any further information, please contact the Human Resources department at [email protected]. London Luton Airport Operations Ltd collects your personal information when you submit your application. For more details about the personal information LLA collects, how we collect it, why we need it, what we do with it, how long we keep it, and what your rights are, please see our privacy notice at www.london-luton.co.uk/privacy-notice.

LLA is committed to fostering, promoting, and preserving a culture of diversity, equality, and inclusion as we carry out our mission. We will always be respectful and seek to learn from those different from ourselves. We strive to be an equal opportunity employer, and we are determined to ensure that no applicant or employee has a negative experience for being who they are. We welcome all applications!

LLA is well connected by public transport, with a range of travel discounts and support services available to staff. For more information visit: London Luton Airport Staff Travel Information 

To apply:

If you wish to apply for this role, please send your CV that summarises your knowledge, skills, and experience within the context of the 1st Line IT Support Technician job description to [email protected], using the reference ITST2004 in the subject line. In the body of the email, please make sure to include the following:

  • Current and expected salary
  • Notice period/availability to start
  • Right to work in the UK / sponsorship requirements