Technical Support Advisor

5 months ago

Doncaster, United Kingdom Air Partner Plc Full time

We are committed to Continuous Service Improvement (CSI), as such you will be crucial in supporting internal and client projects to ensure new processes, technologies, and services are successfully deployed, and your contribution to this will be very much welcomed.

**You will**:

- Log and resolve Support tickets within agreed Service Level Agreements (SLA) and team Key Performance Indicators (KPI)
- Undertake the initial investigation on any issues identified by the Service Delivery team and communicate and escalate problems within the team
- Undertake routine administration activities on behalf of our clients and internal users such as bulk creation of user accounts, reports etc.
- Undertake basic monitoring and checks to ensure services are operating within agreed parameters
- Proactively engage in all internal process related to Service Delivery and CSI
- Maintain documentation related to services such as user guides, configuration and internal working documents

**Essential**:

- Strong administration skills and / or a background in a similar technical support or IT service desk support role / apprenticeship
- A proactive and self-starting individual with excellent customer-focused communication skills, both written and verbal
- An ability to build relationships with stakeholders and obtain the information you need from them to ensure issues are resolved in a timely manner
- Excellent problem-solving skills
- Strong attention to detail
- An ability to multi-task effectively
- An ability to learn fast about the services we offer
- IT literacy and Microsoft Office:

- Word: able to produce and update documentation
- Excel: able to report on, and undertake basic analysis of data

**Desirable**:

- Experience in a similar role within an IT department or company offering SaaS / online services
- IT Service Management (ITSM) or ITIL foundation certified

**About Air Partner Group, a Wheels Up Company**

Founded in 1961, Air Partner Group is a world-leading international aviation services group providing aircraft charter, aviation safety and security solutions, and managed services to industry, commerce, governments, and private individuals, as well as civil and military organisations.

The Air Partner Group has two divisions: Air Partner Charter and Air Partner Services (previously Safety & Security). Air Partner Charter comprises of group charter, private jets, cargo, and specialist services. Group Charter charters large airliners to move groups of any size. Private Jets offers the Company's unique pre-paid JetCard scheme and on-demand charter for up to 19 people. Cargo charters aircraft of every size to fly almost any cargo anywhere, at any time.

Air Partner Services comprises Baines Simmons, Redline Assured Security Ltd, Kenyon International Emergency Services, and Managed Services. Baines Simmons offers aviation safety management and fatigue risk management. Redline Assured Security delivers government-standard security training, consultancy, and solutions to regulated, high value and high threat environments. Kenyon International Emergency Services is a world leader in emergency planning and incident response.

Air Partner works with Climate and Development experts Climate Impact Partners, to allow clients to offset carbon emissions in support of projects that not only cut carbon but also alleviate poverty and improve lives.

Air Partner is committed to creating a diverse, equitable and inclusive working environment for all employees, we do this via our Environmental, Social and Governance Strategy, our Diversity, Equity & Inclusion forum, and our Recruitment strategy.

**Job Types**: Permanent, Full-time

**Salary**: £22,673.00 per year

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Doncaster: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you confident in Microsoft such as Excel and Word?
- Do you have experience building relationships with stakeholders and or customers?
- Do you have the permeant right to work in the UK without visa sponsorship?

**Experience**:

- Customer service: 1 year (preferred)
- Administration: 1 year (preferred)

Work Location: Hybrid remote in Doncaster

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